Call Centre Operator

2 weeks ago

Sandton, South Africa Broll Property Group Full time

**POSITION PURPOSE**
Responsible for providing excellent and effective client service on the Concept and Dashboard system and any other systems that Broll Property Management may use or acquire.

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**

**Assumes responsibility for providing effective inbound and outbound services.**
- Research required information using available resources.
- Manage and resolve customer complaints.
- Provide customer with service information.
- Identify and escalate priority issues.
- Route calls to appropriate resource
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.

**Logging of calls on the CMMS system**
- Logg all calls with required fields completion.
- Ensure correct client / building and asset is captured.
- Ensure detail is accurate according to clients problem or requirements.
- Ensure correct contractor is allocated - if unsure obtain approval from Technical Manager on which contractor should be allocated

**Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.**
- Tracks and resolves problems promptly and effectively. Ensures optimal service.
- Ensures that deadlines are met.
- Obtains and conveys information as needed. Logs all problems including cause and resolution information. Ensure that all relevant information is attached.
- Promotes goodwill and a positive image of the Company.

**Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.**
- Tracks and records resolutions of problems for future reference, training, and reporting.
- Keeps to SLA turn around times and ensures that update is given to all parties.
- Cooperates in a team environment to promote strong customer assistance and learning.
- Works with different departments to assist in providing technical solutions as needed.
- Keeps management well informed of area activities and of any significant problems.
- Attends meetings as required.

**Assumes responsibility for related duties as required or assigned.**
- Ensures that work area is clean
- Ensure all equipment is secure and well maintained.
- Performs miscellaneous projects and task as assigned.

**PERFORMANCE MEASUREMENTS**
- Calls are completed effectively and timely in accordance with schedules.
- Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
- Good working relations exist with internal and external clients and clients concerns are promptly addressed and problems effectively resolved.
- Required calls are complete and current.
- Management is appropriately informed of area activities and of any significant or recurring problems.
- Good working relations exist with all Broll staff.

**QUALIFICATIONS, SKILLS & EXPERIENCE**

**EDUCATION/CERTIFICATION**:

- Matric.
- Call Centre Certificate

**REQUIRED KNOWLEDGE**:

- Minimum of 1 - 2 years' call centre experience (inbound & outbound)

**ABILITIES/ATTETUDES**:

- Able to work either day or night shifts.
- Able to work well independently.
- Good problem-solving skills.
- People orientated, Ethical, Motivated.
- Approachable, Quality awareness, Reliable, Assertive, Adaptability
- Solid oral and written communications abilities.
- Be able to communicate effectively at all levels.
- Able to work under pressure.
- Good time management.
- Accuracy.
- Need to be on time all times.
- Able to work after hours when necessary.
- Must be able to get to work on all shift patterns - Own transport would
- be an advantage.
- Must be fluent in English.
- Must be able to speak and understand Afrikaans.

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