Are you looking for an exciting opportunity to join a leading facilities management company in Durban? Human Accent is on the lookout for five skilled and motivated Service Desk Agents to help drive customer service excellence in the cleaning and security industry.
The Service Desk Agent Job Opportunities are offering an ideal environment for professionals with relevant experience in operations management, client relations, and facilities services.
Service Desk Agent Job Opportunities Overview:
The Service Desk Agent position serves as a critical link between the client and operational teams within the cleaning and security sector. This role requires a dynamic individual who is not only adept at managing customer queries but also skilled in coordinating various internal processes to ensure that services are delivered efficiently and effectively.
Main Purpose of the Position:
The core responsibility of a Service Desk Agent is to act as the central hub for all client-related inquiries and service requests. This includes a variety of tasks such as:
- Managing and resolving client complaints in a timely manner.
- Coordinating health and safety incidents.
- Handling material requests and managing inventory.
- Overseeing the repair and maintenance of equipment.
- Engaging and managing subcontractors as necessary.
- Ensuring that all services and resources are delivered in line with operational requirements.
Key Responsibilities and Duties
The position involves the following primary duties:
- Client Complaints Management: Efficiently resolve client complaints by investigating issues, offering solutions, and ensuring customer satisfaction.
- Health and Safety Incident Logging: Maintain accurate records of any health and safety incidents to ensure compliance with industry regulations and enhance workplace safety.
- Material Requests & Inventory Coordination: Ensure that all material and stock requests are processed promptly, maintaining a seamless supply chain for operational needs.
- Equipment Repairs & Maintenance: Oversee the scheduling and management of equipment repairs and maintenance, ensuring all machinery is in optimal working condition.
- Subcontractor Coordination: Work closely with subcontractors to ensure they meet required service levels, deadlines, and quality standards.
- BOQ Management: Generate goods issues per site Bill of Quantities (BOQ), ensuring resources are allocated correctly.
- Client Invoicing and Documentation: Process accurate monthly client invoices, generate credit notes, and handle purchase orders.
Qualifications and Experience
To be considered for the Service Desk Agent role, candidates must meet the following qualifications and experience:
Essential Qualifications:
- A minimum of a high school diploma or equivalent.
- Certification in Health & Safety practices (preferred).
Desired Experience & Skills:
- At least 2 years of experience in a similar role, particularly within the security, cleaning, or facilities management industry.
- Proficiency in using operational systems such as Profit, Velocity, or SAP (advantageous).
- Intermediate-level competence in MS Office.
- A strong understanding of industry standards and best practices in cleaning and security operations.
How to Apply
If you have the relevant experience and qualifications and are passionate about providing exceptional customer service, this is an excellent opportunity for you to enhance your career.
The Service Desk Agent role offers a permanent position based in Durban, KwaZulu-Natal. As part of a dynamic team, successful candidates will gain exposure to a range of operational activities and have the chance to grow within the facilities management sector.
Additionally, employees will enjoy a supportive working environment, competitive remuneration, and opportunities for career progression.
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