Help Desk

Position Outline

Identify customer’s needs at the first point of contact and resolve, log or escalate to the appropriate area

Follow up of logged or escalated calls either on behalf of customers to internal departments

Relaying solutions to customers to resolve problems in liaison with specialist or technical service providers

Monitor and report on fault trends to assist with the identification of systemic problems

Maintaining contact with customers to ensure service levels are achieved

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

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Help Desk (Intermediate)

This level requires the incumbent to meet customer needs through consultation, support and problem resolution. This role will involve specialised knowledge of one or more software packages at the user, non technical level. It may involve assistance with the use of applications such as word processing, database or spreadsheet, or basic fault correction on hardware systems (ie within the scope of user documentation).

Help desk (Advanced)

This level requires the incumbent to meet customer needs through consultation, support and problem resolution at a more advance or technical level. It will involve specialised technical knowledge of one or more software programming languages or hardware systems at a semi-technical or technical level. It may involve assistance with the use of proprietary applications or advanced fault correction on hardware systems.

Salary Table

Credit Collections

Position Outline

Contacting customers to collect money or arrange for payment.

Assessing credit worthiness of customers either to provide, extend or stop credit arrangements.

Checking lists and making inquiries to trace the contact details for customers.

Recommending legal or mercantile agency action when payment cannot otherwise be obtained.

Recording amounts collected, noting requirements for further action.

Liaise with sales and service staff (eg Account Executives/Managers) to indicate customer concerns or requirements.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Credit Collection - Basic

This level requires the incumbent to deal with a high volume of routine credit collections or assessment transactions and will require the application of basic credit policy criteria, with a limited degree of freedom. It may include a requirement for data entry and basic liaison/negotiation with customers.

Credit Collection - Intermediate

This level requires the incumbent to meet collections and credit management targets through the handling of inbound and outbound customer contact. It involves a significant level of problem solving and negotiation, with guides to action and policies being provided. At this level, there is a higher incidence of dealing with the general public and incumbents act with a moderate degree of freedom. Elements of Level 1 may be undertaken in this role.

Credit Collection - Advanced

This level requires the incumbent to apply an advanced level of credit collections/debt recovery management in the meeting of organisational goals. It requires problem solving using a variety of credit management skills and knowledge, and may involve the application of complex financial regulatory or procedural data. Knowledge of financial management or legal procedures may be required. At this level, there is a higher incidence of business-to-business interaction. Incumbents act with a higher degree of freedom.

Salary Table

Reservations

Position Outline

Receive customers requests for reservations, checking ticket availability and service times, confirming bookings.

Issue tickets and receive payments, either manually or through a database system, using customer credit or on line payment facilities.

Answers general inquiries relating to services.

Contact customers to cancel or confirm reservations

May arrange accommodation, supplementary or connecting services.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Reservation Agent - Basic (Reservation Sales Rep)

This level requires the incumbent to meet customer needs through consultation, support and problem solving. At this level, service delivery is provided through the application of basic procedures and policies and involves higher volumes of transactions, normally of shorter duration. As such the role would normally be focussed on simply answering booking inquiries for price details and timings or entering bookings on a database. At this level, incumbents work within clearly defined limits of authority. Bookings sales or conversion targets may be present, but the emphasis is on process efficiency.

ReservationAgent - Internediate

This level requires the incumbent to meet customer needs through consultation, support and problem resolution. At this level, some degree of specialised knowledge is applied during service delivery but this is likely to be through established guidelines, manuals, policies or terms and conditions. While process efficiency is required, there may be more emphasis on sales targets or conversion rates from Enquirer to bookings, thus requiring a consultative sales approach.

ReservationAgent - Advanced (Res Sales Rep)

This level requires the incumbent to meet customer needs through consultation, support and complex problem resolution. At this level, a high degree of specialised knowledge is applied during service delivery. It may involve complex arrangements for interconnections of services or itineraries or have an account management focus. Incumbents act with a higher degree of freedom and are more likely to be operating in a sales focussed environment.

Salary Table

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