Reference Number TSE250304-1
Job Title Call Center Agent
Business Unit / Division Tsebo Facilities Solutions
Job Type Classification Permanent
Location - Town / City Johannesburg
Location - Province Gauteng
Location - Country South Africa
About Us
Tsebo Facilities Solution is looking for a all Center Agent to be the first telephonic point of contact to our client and to ensure understanding of the clients needs and address them in an efficient and professional manner offering speedy resolution within set timeframes.
As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people the heart of Tsebo is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.
Duties & Responsibilities
Operational Delivery
Answer Calls
- Answer all helpdesk related calls within 20 seconds.
- Log calls accurately on the system.
- Log caller details.
- Log fault details
- Log location details
- Categorise calls
- Prioritise calls
- Assign calls
- Note all relevant details and comments
- Close calls when required
- Monitor calls as per SLA
- Respond to callers within the defined response time
- Provide feedback on job progress
- Caller Interaction
- Answer and respond to all calls in a polite and friendly manner
- Respond to difficult callers with respect and diplomacy
- Escalate difficult callers to the relevant Manager when necessary
- Generate reports as requested by Management Customer Focus: Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
- Interact with clients telephonically to provide and process information in response to inquiries, concerns and requests about products and services
- Keep up to date with business objectives within the environment
- Provide advice on general changes and compliance within the workplace management framework when required
- Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
- Attend to and resolve all customer queries timeously or escalate when necessary
- Follow up and follow through on all queries timeously
- Manage conflict
- Prepare all weekly/monthly reporting within set timeframes for submission to your manager
- Update and maintain all relevant records
- Compile and prepare stats as and when required by your manager
- Undertake such other responsibilities as directed by Management that will drive sustainability
- Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken
- Take responsibility for ones own performance
- Promote TFSs & Hwaweis image and corporate citizenry through deliberate and co-ordinated activities.
- MS Office Suite
- Knowledge of equipment, materials and suppliers used in facilities management
- Excellent client rapport
- Excellent listening skills
- Excellent writing skills (spelling and grammar)
- Ability to accurately translate a verbal conversation into writing
- Ability to deal with irate customers
- Good time Management
- Proficiency in English; knowledge of additional languages is a plus
- Preferably an understanding of the FM environment but not a requirement
- Attend to Phone Calls and Emails
- Logging client requests
- Grade 12 (non-negotiable) plus.
- Computer literacy
