Job Title: Call Centre Agent (Talent Pool)
Division: Corporate
Business Unit: Contact Centre
Location: Centurion, Gauteng, South Africa
Job Type: Permanent
Posted: 16 September 2024
Closing Date: 31 January 2025
Role Purpose:
The Call Centre Agent is responsible for capturing customer requests, complaints, and issues received via telephone and/or email, logging them on SAP. The role requires quick identification of emergencies and proper escalation when necessary.
Key Responsibilities:
- Customer Service & Relationship Building:
- Maintain a customer-focused approach, building strong relationships.
- Demonstrate personal and professional integrity in all interactions.
- Address customer concerns and complaints promptly and professionally.
- Task Management:
- Log faults, requests, and complaints accurately in SAP.
- Dispatch jobs and attend to follow-ups and escalations.
- Attend weekly green area meetings and accept job cards.
- Determine the appropriate Service Level Agreements (SLAs) for issues.
- Tracking & Monitoring:
- Track rejected faults and monitor job statuses.
- Conduct customer satisfaction surveys to ensure service quality.
- General Duties:
- Assist with various activities and duties in the Contact Centre as needed.
- Continuously learn and grow in areas related to Facilities Management.
Qualifications & Experience Required:
- Educational Requirements:
- Grade 12 (Matric).
- Experience:
- At least 2 years’ experience in a call centre or admin support environment.
- Experience in logging and managing customer requests or complaints.
- Certification:
- Call Centre Certificate.
- Skills & Proficiency:
- Proficiency in computer packages essential for the role.
- Strong listening, verbal, and written communication skills.
- Knowledge of Facilities Management, Plant Maintenance, CRM, Property Solutions, HR, Supply Chain, and Soft Services is an advantage.
- Excellent product and process knowledge related to Bidvest Facilities Management.
Key Competencies:
- Analytical & Detail-Oriented:
- Attention to detail with the ability to analyze and address issues effectively.
- Adaptability & Stress Tolerance:
- Ability to work under pressure and manage multiple tasks simultaneously.
- Perseverance in resolving customer concerns.
- Communication & Collaboration:
- Effective communication skills for dealing with customers and colleagues at all levels.
- Ability to work well in a team environment.
- Motivation & Self-Development:
- Highly motivated and proactive in personal and professional development.
Additional Information:
- This position is part of a talent pool, with potential future opportunities.
- Shortlisted candidates will be contacted directly.
- The closing date for applications is 31 January 2025.
