CALL CENTRE AGENT

14/06/2025 admin TSEBO JOBS 0

CALL CENTRE AGENT – TSEBO FACILITIES SOLUTIONS | RUSTENBURG, NORTH-WEST

Job Title: Call Centre Agent
Company: Tsebo Facilities Solutions
Location: Rustenburg, North-West, South Africa
Job Type: Talent Pool (Future Consideration)
Reference Number: TSE250611-10
Closing Date: 11 July 2025

ABOUT THE COMPANY

Tsebo Solutions Group is a continental leader in Integrated Workplace Management Solutions, operating in multiple sectors such as facilities management, engineering, catering, energy, and hygiene. Its dedicated division, Tsebo Facilities Solutions (TFS), provides streamlined facilities support services across South Africa.

TFS is building a Talent Pool for future opportunities for skilled Call Centre Agents in Rustenburg. This role is ideal for customer-focused professionals eager to join a top-tier facilities management environment and contribute to smooth service delivery and support operations.

ROLE OVERVIEW

As a Call Centre Agent, you will be the primary point of contact for internal and external clients, ensuring fast and accurate logging of calls, maintaining service levels, and providing exceptional customer care. In addition to client interaction, the role includes financial administration support, ensuring accurate documentation and invoice handling, and maintaining supplier records.

This is a hybrid position combining call centre responsibilities and financial admin functions, all while upholding Tsebo’s service level agreements and performance standards.

KEY RESPONSIBILITIES

Helpdesk Management

  • Answer inbound calls and log requests as per the Helpdesk Procedure

  • Ensure calls are answered promptly (within 3 rings) and logged with accuracy

  • Capture full call details and comments on the Helpdesk System

  • Provide guidance on venue and parking bookings

  • Maintain courteous and professional interactions with all callers

  • Escalate difficult or unresolved issues to the Business Support Manager

Client Support & Service Delivery

  • Monitor progress on logged calls and provide timely feedback to clients

  • Ensure jobs are resolved within the prescribed rectification period

  • Escalate tasks that exceed the time threshold to avoid SLA breaches

  • Handle complex service issues with diplomacy and care

  • Follow up on unresolved service requests with relevant departments

Reporting & Documentation

  • Compile and distribute client service reports as per contract standards

  • Maintain thorough records of all logged calls and service documentation

  • Assist with financial documentation, filing, and reporting as needed

Supplier & Financial Administration

  • Liaise with suppliers to maintain updated information and credit details

  • Manage new supplier applications, keeping records compliant and current

  • File invoices, ensure correct documentation, and assist with payment queries

  • Issue remittance advice and handle all supplier-related inquiries

  • Understand and manage SLAs with service providers and contractors

Compliance & SHEQ Standards

  • Comply with TFS Safety, Health, Environmental, and Quality procedures

  • Report any workplace hazards or unsafe conditions immediately

  • Ensure service delivery aligns with the PPP Agreement – Schedule 3 Part 2

  • Maintain compliance with Tsebo’s financial policies and control systems

REQUIRED SKILLS AND COMPETENCIES

  • Excellent telephone etiquette and strong verbal communication skills

  • Proficiency in English and at least one other South African language

  • Understanding of Helpdesk operations and Tsebo’s internal systems

  • Basic knowledge of facility operations, client expectations, and buildings

  • Familiarity with PPP Agreements and related specifications

  • Working knowledge of SARS Tax and VAT Acts is advantageous

  • Ability to work under pressure, multitask, and meet deadlines

  • Sound understanding of financial documentation processes

QUALIFICATIONS AND EXPERIENCE

  • Grade 12 / Matric (compulsory)

  • Tertiary qualification in customer service or call centre operations (advantageous)

  • 2 – 3 years’ experience in a call centre or client service environment

  • Strong computer literacy, including MS Word, Excel, and PowerPoint

  • Experience using Infor EAM system or similar platforms

  • Ability to interpret Service Agreements and Contracts

WHAT THE COMPANY OFFERS

  • An opportunity to be part of a leading integrated service group in Africa

  • Access to future roles within Tsebo’s national footprint

  • Exposure to client-focused environments and SLA-based performance metrics

  • A culture that invests in learning, upskilling, and career development

  • A platform to contribute to efficient facilities service delivery

EQUAL OPPORTUNITY STATEMENT

Tsebo Solutions Group is an equal opportunity employer committed to diversity and transformation. Applications from candidates aligned with Tsebo’s Employment Equity objectives are encouraged.

HOW TO APPLY

To be considered for future opportunities as a Call Centre Agent in Rustenburg, apply online via Tsebo’s official careers page before 11 July 2025. Make sure your CV reflects your customer service experience, financial administrative skills, and system knowledge.

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