Call Centre Agent

5 months ago

Southern Suburbs, South Africa AFMS Group Full time

**Key Accountabilities/ Principal Responsibilities**

Ensure that all duties are performed in accordance with the company’s Quality Management System and OHS Management System requirements

**Primary Duties**

**Processing of faults and incidents on the CAFMS**
- Ensure all calls, however received, are logged onto the computer aided facilities management system
- Escalation of high priority calls to appropriate operational representatives
- Processing individual records from creation to closure including identifying the fault/incident in technical terms from description, root cause analysis and corrective action provided
- Issuing all CAFMS records to the correct operational representative
- Identify and report on records in varying statuses and drive to closure
- Receive and capture completed records from operations
- Ensure supporting documentation is uploaded against all records on the CAFMS where applicable
- Follow up that the task was successfully allocated

**Follow up on all tasks**
- Produce daily report on all requests logged on help desk for the applicable onsite managers highlighting present status
- Ensure all completed tasks are closed
- Highlight in-completed tasks and drive for closure
- Update task status for client information
- Produce CAFMS reports and submit to operational representatives weekly

**It should be noted that, for operational reasons, it may be necessary to perform tasks other than those described herein from time to time**

**Prescribed procedures may be amended by management as and when required**

**Key Skills and Experience**
- Grade 12
- Min 2-year relevant working experience preferably in Facilities Management
- Computer literate (MSOffice)

**People and Management Skills**
- Excellent literacy skills
- Good interpersonal relations
- Good communication skills
- Ability to work in a team
- Customer focused
- Good organizational skills and ability to prioritize tasks
- Ability to use initiative
- Adhere to deadlines and targets
- Ability to multi-task
- Analytical and quick thinking
- Have a professional attitude
- Problem solving skills
- Self-motivated and work independently
- Take ownership of tasks
- Integrity
- Service orientated
- Take ownership of tasks

**Additional responsibilities and skills**

The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as FMS is a service provider, all necessary steps need to be taken to ensure that the service has been delivered according to client requirements, and to prescribed service levels

**As a proudly South African brand, AFMS Group (Pty) Ltd will consider our commitment to transformation and employment equity goals for this position.**

**Please note, relocation costs will not apply

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