Call Centre Agent

6 days ago

Centurion, South Africa Armojeq Engineering (Pty) Ltd Full time

**ROLE PURPOSE**

The main responsibility of the Bidvest Facilities Management Call Centre Agent is to capture customer requests/complaints on SAP received via telephone and/or mail. The agent also needs to have the ability to identify emergencies and escalate according.

**MAIN OUTPUTS**

**KEY ROLES**
- Ability to deal at all levels of the organization
- Verbal and written communication skills
- Phone skills
- Perseverance & Listening skills
- People skills Customer focus
- Analytical with attention to detail
- Pressure Tolerance
- Personal and professional integrity
- Highly motivated

**CORE COMPETENCIES**
- Excellent telephone etiquette
- Good listening skills
- Adapt to system knowledge: SAP, Outlook, Microsoft, Siemens, standby lists
- Product knowledge
- Process knowledge
- Workflow and Escalation procedures
- Follow instruction
- Adhering to the log in and log outs of the Contact Centre Shift schedule
- Maintain professionalism at all times
- Adhering to Contact Centre rules and regulations

**KEY RESULTS/OUTCOMES/ACCOUNTABILITIES**
- Logging of faults-requests-complaints
- Dispatching
- Answer incoming calls courteously within SLA
- Manage all cases professionally and efficiently within the correct time frames
- Provide personalized customer service by responding to the needs of the client
- Ensure that all calls are captured on the relevant system (Dreamtec)
- Clear knowledge and understanding of our corporate client’s policy wording, systems, protocols and procedures
- Determine eligibility by comparing client information to requirements and product offering
- Identify, Attending and escalate issues
- Attending weekly green area meetings
- Accepting and completing of job cards
- Conducting Customer Satisfaction surveys
- Tracking (rejected) and monitoring faults
- Must be able to work shifts and overtime when required

**QUALIFICATIONS / KNOWLEDGE /REQUIREMENTS / SKILLS / EXPERIENCE**
**The Applicant must meet the following requirements**:

- Matric (Senior Certificate)
- Excellent understanding of a contact centre and admin support environment essential

(4 years experience)
- Call Centre Certificate would be an advantage
- Computer packages essential
- Good listening, verbal and written communication essential
- Customer/Client Focused
- Ability To Dealing With Ambiguity
- Interactive Reasoning
- Planning & Scheduling

Pay: R15 000,00 - R16 000,00 per month

**Experience**:

- Customer services: 3 years (required)

Application Deadline: 2024/09/23

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