- 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 Tsebos Safety, Health, Environmental and Quality (SHEQ) Management Systems Policies & Procedures of as applicable to this position.
- Ad-Hoc
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.
- Must be punctual and reliable
- Must be approachable
- Must be self-motivated and team oriented
- Must be friendly, polite and helpful when dealing with customers
- Must be able to work under pressure
- Grade 12 / Matric
- Call Centre qualification required
- A Secretarial or Office Administration certificate/diploma would be an added advantage
- 1-2 years experience in similar environment
- Computer literate on MS Office packages (MS Word, Excel, PowerPoint and Access)
- BMS system knowledge and experience
