Call Center Agent

3 days ago

Johannesburg, Gauteng, South Africa Tsebo Solutions Group Full time

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Duties & ResponsibilitiesOperational DeliveryAnswer Calls
  • Answer all helpdesk related calls within 20 seconds.
Log Calls
  • 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.
Caller Response and Follow-Up
  • Respond to callers within the defined response time.
  • Provide feedback on job progress.
  • 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.
Reporting
  • Generate reports as requested by Management.
  • 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.
Code Of Conduct
  • 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 one's own performance.
  • Promote TFS's & Huawei's image and corporate citizenry through deliberate and coordinated activities.
Skills and Competencies
  • 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.
Qualifications
  • Grade 12 (non-negotiable) plus
  • Computer literacy
Seniority Level
  • Entry level
Employment Type
  • Full-time
Job Function
  • Other
  • Industries: Facilities Services
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