Transaction Processing Level 2, Data Entry/Customer Service Level 2, Officer/Agent, Customer Service (CS) Helpdesk Officer, Billing Officer

 

To process data according to customer specifications and by following specific instructions

 

Description:

Processes and meets productivity objectives and quality required by the managers of different projects

Helps supervisors and coordinators in testing and setting up new projects

Works as a team to help the company achieve its goals

Attends to customers’ requests via email or phone by providing those details/ information/images available on the system

 

School Certificate (SC)

At least 1 year of relevant experience

 

Interpersonal Relationship

-Listens actively, respects others and takes into account different points of view and integrates them

Initiative

-Is aware of goals, processes and performance standards of the team

-Demonstrates a behavior based on action, sets priorities and uses time effectively

-Works independently and proposes solutions according to the requirements

Commitment and Collaboration

-Shares information in general while respecting the applicable procedures

-Adjusts own approach and communication according to the audience and the circumstances

Analysis and Innovation

-Plans and adjusts work based on a thorough knowledge of the requirements of the position and seeks clarification and guidance, whenever required

-Establishes a global perspective from information gathered from various sources

-Exercises a sound judgment and ensures to have all relevant facts before making a decision

-Has the ability to step back and review the approach

Values and Ethics

-Demonstrates a sense of values and ethics personally and professionally

-Discusses internal concerns with superiors or colleagues and, if necessary, uses appropriate mechanisms to seek advice or to disclose a misconduct

-Actively contributes to the well-being at the workplace and in the building of a safe, healthy and respectful work environment

-Demonstrates excellence in the delivery of services to clients and acts with transparency and fairness

Other Competencies

-IT Literate

-Good level of both written and spoken English and French

-Good time management

-Attention to detail


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The Making Of

Given the vibrant and dynamic nature of the ICT/BPO sector in Mauritius, employers report an ongoing mismatch of skills between what is required and what is readily available. One of the reasons underpinning this state of affairs, is the information asymmetry that exists at any particular point of time between the demand and supply of labour.

 

In this light, in 2013, the HRDC in collaboration with professionals in the ICT/BPO sector developed the nomenclature of job profiles. It comprised 33 job profiles under 6 sub-sectors namely BPO, Call Centre, Networking, Software Development & Web, Software Testing and Systems Design.

A number of rigorous working and validation sessions were held with representatives of the industry to constitute and finalise the job profiles.

 

The ever-changing character of ICT/BPO occupations coupled to the need to systematically provide novel information on career pathways have highlighted the need for continual and user friendliness of information provision.

 

The Career Development Stairway (CaDS) website was developed with this in mind. To this end, a working group was set up to review the job profiles and the competency matrix in line with developments of the sector and requirements of the CaDS website.

 

Team leads (members of the working group) were assigned sub-sectors and they sought the collaboration of other ICT/BPO operators for crafting the job profiles. This exercise gave rise to 63 jobs and 3 additional sub-sectors emerged.

 

Career progression was also worked out for the jobs. The revised nomenclature of job profiles was thereafter subjected to a validation workshop where the players of the industry helped to refine them. This formed the bedrock for the development of the CaDS website.

Connect

The Director
Human Resource Development Council
4th Floor
NG Tower
Ebene Cybercity
Mauritius
Tel : +230 454 4009 (PABX) 
Fax: +230 454 6220 / 454 6260
Email: cads@hrdc.intnet.mu