Stowe Holdings is an established IT company supporting the Fuel and Retail environment. With more than 22 years of excellent service, we are looking for inspired staff who believe they will be an asset to the Stowe Team. Stowe has offices across South Africa as well as a presence in Namibia.
1) All applications must be submitted in the manner requested.
2) If not submitted by the closing date, your application may automatically be excluded.
3) Should you not hear from us within 30 days of the closing date, please consider your application
unsuccessful.
4) Please note that Stowe Holdings (Pty) is an equal opportunity employer. All applications welcome.
Please visit our site regularly to see what opportunities are available within our regional offices.
JOB ADVERTISEMENT: TEAM LEADER
Reporting Line: Service Desk Manager Working Hours: 07h00am – 18h00pm (rotational & overtime
occasionally)
Position Base: Cape Town Standby: 18h00pm – 07h00am (scheduled rotation)
Purpose:
Manage a team of agents. To efficiently allocate incoming requests to the team, prioritising actions and monitor team resources so that customer deadlines are met.
Responsibilities:
• Customer Service
o Proactively encourage a customer service focus in the department
o Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation
o Regularly update all customers with progress-information and estimated times to completion on all escalations.
• Provide single point of contact for technical escalations and take ownership.
• To act as information and skills broker between agents and higher qualified and/or experienced resources
• Ability to creatively address problems and follow proposed solutions through to completion.
• To identify and highlight best practices in support management through continuous assessment.
• To analyse and summarise reports on SLA targets.
• Trend analysis on root causes and ticket categories, incident rates and similar
• Compile and publish daily, weekly, and monthly reports as required.
• Daily monitoring of Repeat call journal and onsite template
• Ensure end to end team performance is in line with client KPI’s and offer coaching and mentoring in areas that require it to members in the team
• Identify training requirements for team members & escalate to manager.
• Provide guidance & coaching to team members.
• Implements, maintains, manages the cascading of and adheres to all relevant company policies & procedures to team members.
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.
Minimum requirements: • Matric • 2 years National Diploma/Certificate – IT related qualification • At least 2 years’ call-centre experience in a team lead or team manager role
Desirable Qualifications:
• ITIL Foundation V3/Good understanding of ITIL
Competencies required:
• Attention to detail.
• Professionalism
• Good Time-Management
• Technical skills
We are hiring an ambitious Team Leader to join our exceptional Team at Stowe Holdings Pty Ltd. Growing your career is an amazing opportunity to develop relevant skills. If you are strong in persuasion, leadership, people centric skills, technical skills and have the right drive for the job, then apply for the position. We are commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce.
JOB ADVERTISEMENT: SERVICE DESK ANALYST
Reporting Line: Service Desk Manager Working Hours: 08h00am – 17h00pm (Monday – Thursday)
Position Base: Cape Town 08h00am – 16h30pm (Friday)
Purpose:
The purpose of this role is fulfilling the administrative & quality-assurance tasks associated with Stowe’s Service Desk operations.
Responsibilities:
• Customer Service
o Remain courteous, tactful, honest and professional in all communication with other parties
o Ensure that feedback and follow ups to customers is meaningful and accurate.
• Escalate/resolve discrepancies.
• Provide customers and external call-centres with regular status-updates for open support-records
• Assess and verify final SLA-status for applicable call-records.
• Assessing tickets for out of contract billing and submit invoice instruction to Accounts department for all approved ad-hoc billing.
• At regular intervals provide customers with alignment-confirmation, status-updates and stakeholders with quality monitoring reports
• Ensure that all reports are accurate and precise.
• Maintain and submit a monthly ad-hoc report to the Management Team.
Minimum requirements:
• Matric • Analysis experience (1 year) • Data management knowledge
Desirable Qualifications:
• ITIL Foundation V3/Good understanding of ITIL
Competencies required:
• Communication Skills
• Attention to detail
• Interpersonal relationships
• Initiatives and self-motivation
• Coaching and mentoring
Company Benefits (after permanent appointment offered):
• Medical Aid (company contributes of R1000 towards Discovery Medical Aid)
• Retirement Annuity (Company contributes 5%)
• Discretionary Performance Bonus (Payable in the month of your birthday)
If you are not contacted within 2 weeks of your application, please accept that your application was not successful.
We are hiring an ambitious Service Desk Analyst to join our exceptional Team at Stowe Holdings Pty Ltd. Growing your career is an amazing opportunity to develop relevant skills. If you are strong in persuasion, technical skills and have the right drive for the job, then apply for the position. We are commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce.
JOB ADVERTISEMENT: KEY ACCOUNT EXECUTIVE
Reporting Line: Service Delivery Manager Working Hours: 08h00am – 17h00pm (Monday-
Thursday)
Position Base: Cape Town 08h00am – 16h30pm (Friday)
Purpose:
The main objective of the role is to holistically coordinate, facilitate, track and measure Stowe’s overall service delivery to assigned customers. The Account Delivery Executive acts as the bridge between assigned clients and Stowe’s operational teams by ensuring the effective relationship building and customer engagement from basic interaction to escalation handling, reporting, SLA management and continuous service improvement initiatives. The role takes overall ownership of Stowe’s service delivery initiatives.
Responsibilities:
• Maintain regular interaction with customers with the goal to build and retain relationships.
• Proactively assess, clarify, and validate customer needs on an ongoing basis via Continuous Service Improvement initiatives
• Positively encourage a customer service focus throughout the company
• Facilitate missed SLA management – assignment of calls, mediation & reporting
• Regularly monitor & assess engagements between customers and Stowe under consideration of the company Offer and Departmental Organogram
• Provide an escalation path for customers.
• Ensure that existing services are properly documented in current contractual agreements, SLA Matrixes & Customer KPI’s
• Present statistics and performance-level reports to internal and external stakeholders
• Conduct customer meetings (OPS meetings) according to schedule.
• Provide support for identifying, transitioning and implementation of new business opportunities.
• Assist in assessing & contributing to company’s annual business assessment, financial & marketing plan.
Minimum requirements:
• Matric
• Computer Literate: Word, Excel, Internet, E-mail.
• Customer Service Diploma or equivalent
Competencies required:
• Customer Services/Engagement Skills
• Adaptability/Flexibility
• Listening Skills
• Effective Communication (verbal and written)
• Detail orientated
Candidates interested must forward their CV with the vacancy title, name & surname (Account Executive Sasol – John Doe) in the subject line to careers@stowe.co.za by no later than cob
17 March 2023.
JOB ADVERTISEMENT: PROBLEM ANALYST
Reporting Line: Problem Manager Working Hours: 08h00am – 17h00pm (Monday-Thursday)
Position Base: Cape Town 08h00am – 16h30pm (Friday)
Purpose:
The purpose of the job is to provide a technical expert layer to resolve technical faults escalated to the Problem Management Department in accordance with ITIL processes. The Problem Analyst is responsible for identifying root-causes for escalated problems and to provide work-arounds and permanent solutions to eliminate such faults.
Responsibilities:
• Provides best-possible customer-service at all times
• Professionally responds to and assists with all customer queries
• Process Problem-escalations in accordance with documented processes for the purpose of identifying root-causes and providing work-arounds and/or permanent resolutions
• Monitor time spent on problem-resolution to ensure solutions (own or other entity) are achieved within contractual service-level obligations
• Act as expert-consultant to internal & external queries and requests for assistance
• Proactively share skill- & knowledge-levels with internal structure to raise overall knowledge- & expertise-levels
• Ensure that resolutions are documented in sufficient detail to be able to meaningful contribute to the Known Error Database (KEDB)
• Perform research and continued effort towards education for the purpose of improving knowledge- and experience-levels in the products supported by the company
Minimum requirements:
• Matric
• 3-5 Technical/Investigation
• National Diploma in IT or equivalent • Full understanding of Data and statistical analysis techniques • A proven track record of driving root cause analysis to conclusion
Competencies required:
• Attention to detail.
• Interpersonal relationships
• Good written and verbal Communication skills
• Deadline orientated.
• Punctual
• Creative and Innovation
• Forward planning and setting priorities.
Company Benefits (after permanent appointment offered):
• Medical Aid (company contributes of R1000 towards Discovery Medical Aid)
• Retirement Annuity (Company contributes 5%)
• Discretionary Performance Bonus (Payable in the month of your birthday)
If you are not contacted within 2 weeks of your application, please accept that your application was not successful.
We are hiring an ambitious Problem Analyst to join our exceptional Team at Stowe Holdings Pty Ltd. Growing your career is an amazing opportunity to develop relevant skills. If you are strong in persuasion, technical skills and have the right drive for the job, then apply for the position. We are commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce.
JOB ADVERTISEMENT: SYSTEM TECHNICIAN
Reporting Line: Service Desk Manager Working Hours: 07h00am – 18h00pm (rotational & overtime
Position Base: Cape Town Standby: 18h00pm – 07h00am (scheduled rotation)
Managed by: Team Leader
Purpose:
To provide a focal point for customers, receive and responds to any inquiries or requests for technical assistance from customers. Providing possible solutions, assigning support actions to other departments where needed.
Responsibilities:
• Customer Service
o Remain courteous, tactful, honest, and professional in all communication with other parties.
o Ensure that feedback and follow ups to customers is meaningful and accurate.
• Process support or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer
• Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
• Assess the need for onsite support against the high cost thereof.
• Recognise and alert the team leader of trends in customer calls.
• Before creating a new support- or information-request record verify that the same request is not captured already.
• Create the initial record for & accurately capture any reported support- or information-request in the call-logging software
• Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g. call-source, contact-details, CI-selection, call-categories, severities, etc.)
Minimum requirements:
• Matric • IT qualifications (A+/N+ or equivalent) • 1 – 2 Technical Helpdesk experience
Desirable Qualifications:
• ITIL Foundation V3/Good understanding of ITIL
Competencies required:
• Attention to detail.
• Initiatives and Self-motivation
• Interpersonal relationships
• Professionalism
• Good written and verbal Communication skills
• Good time-management
• Technical skills
Company Benefits (after permanent appointment offered):
• Medical Aid (company contributes of R1000 towards Discovery Medical Aid)
• Retirement Annuity (Company contributes 5%)
• Discretionary Performance Bonus (Payable in the month of your birthday)
If you are not contacted within 2 weeks of your application, please accept that your application was not successful.
We are hiring an ambitious System Technician to join our exceptional Team at Stowe Holdings Pty Ltd. Growing your career is an amazing opportunity to develop relevant skills. If you are strong in persuasion, technical skills and have the right drive for the job, then apply for the position. We are commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce