Call Centre Operator

2 days ago


Johannesburg, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a Call Centre Operator who will be responsible provide a professional Helpdesk and Call Centre service by ensuring that the technical interface of the call centre is effective, up to date and utilised correctly to assist in providing value added customer service to Facilities users by focusing on customer needs, and thereby ensuring customer satisfaction.

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**:
**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

**Caller Response and follow-up**
- Provide log reference numbers to callers other than normal
- 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
- Escalate calls which have reached 2/3 of their store time allocation

**Feedback**
- Provide feedback and critical observation to the Building Services Manager on daily issues and performance

**Skills and Competencies**:

- Client Service orientation - Committed to client service and care of our client
- Ability to work in a team (team orientation)
- Judgement skills
- Responsible
- Approachable and presentable
- Punctual and reliable
- Self motivated and team orientated
- Courteous and helpful
- Positive disposition and personality
- Energetic and enthusiastic
- Team player
- Competent and professional

**Qualifications**:
Grade 12

2 - 3 Years experience in a help desk / call / client centre environment


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