Call Centre Agent - Rusternburg at Tsebo Solution

Duties & Responsibilities

Log Calls

•  Log calls accurately on the system.
•  Log caller details, location (Building) details and fault details.
•  Categorise calls, prioritise and assign calls.
•  Note all relevant details and comments.
• Close calls when required.

Perform Daily

• Check for alarm indications. Investigate and implement rectification plans as necessary.
• Monitor critical features and ensure process and equipment are operating according to set parameters

Caller Response and Follow-Up

• Respond to callers within the defined response time.
• Provide feedback on job progress.
•  Obtain caller satisfaction comments at job close.

Service Provider Follow-Up

• Follow-up call progress with internal and external service providers.
•  Report on poor performance and escalate calls which have exceeded their time allocation.

Caller Interaction

•  Handle all calls in a polite and friendly manner.
•  Handle difficult callers with respect and diplomacy.
• Escalate difficult callers to the Call Centre Supervisor when necessary.

Reports

• Generate reports as requested by the Supervisor.

Feedback

•  Provide feedback and critical observation to the Building Manager on daily issues and performance.

Customer Satisfaction

•  Ensure a high level of customer service is provided and maintained.
• ISO 9001; 14001 & 18001 – Quality, Environmental and Health & Safety Standards
• Adhere to the Tsebo’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position

Ad-Hoc

• Perform any reasonable action in line with your role, but not listed in the responsibilities above, as requested by management.
• Skills and Competencies
• Basic knowledge of the client and the building(s) where the function operates.
• Familiarity with building layouts and infrastructures
• Hospitality and customer centric focus  Good knowledge of electrical fixtures, fittings, repairs and maintenance thereof
• Understand and follow oral and written instructions 
• Ability to plan, organise and control own work effort 
• Excellent Telephone etiquette and interpersonal skills. 
• Good communication skills.

Qualifications

• Grade 12 / Matric  Call Centre qualification required 
• A Secretarial or Office Administration certificate/diploma would be an added advantage
• Call Centre qualification required
• 1-2 Years experience in similar environment
• Computer literate on MS Office packages – (MS Word, Excel, PowerPoint and Access)
• BMS system knowledge and experience