Hotliner, Helpdesk Operator, Conseiller Client Technique, Conseiller Technique, Assistant Technique

To solve technical issues of customers by providing them with a reply of high quality at the first call and in accordance with the rules established by management and/or client

 

Description:

Informs customers by phone and/or  by email providing the best possible service

Assists to their needs and requests for information on products and services offered by the client

Conducts diagnosis of the technical failure of products/services

Takes responsibility of the incident tickets handling and ensures a proper follow up thereafter or ‘escalating’ to senior level if required

Monitors the incident via customer communication until the problem is solved in accordance with the procedures

Implements all necessary means for the resolution of incidents (internal and external)

School Certificate (SC)/Brevet des Collèges

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

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

Values and Ethics

-Demonstrates a sense of values and ethics personally and professionally

Other Competencies

-Resilient

-Strong sense of customer service skills

-Excellent spoken and written proficiency in the business language of the client (s)

-Familiar with IT tools (Internet browsing, use of software ...)

Career Progression

Call Centre


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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