Call Centre Agent

**POSITION PURPOSE**

Responsible for providing excellent and effective client service on all systems that Broll FM Division may use or acquire. As a Customer Relationship Consultant - you are responsible for the answering of calls and correct allocation of calls within a timeous frame. You are responsible for the outbound function of following up on open calls and closing the call to a completed status with the necessary and correct feedback information within a timeous frame. This position calls for any administrative assistance the business deems necessary that will influence outstanding customer service to all clients and stakeholders. This position requires the consultant to be on-site.
**ESSENTIAL FUNCTIONS AND BASIC DUTIES**
- Assumes responsibility for providing effective inbound and outbound services.
Responsible for answering calls in the prescribed Broll greeting.
- Research required information using available resources.
- Manage and resolve customer complaints.
- Provide the customer with service information.
- Identify and escalate priority issues.
- Route calls to appropriate resources within 15 minutes.
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
- Responsible for making outbound calls in the prescribed Broll greeting.
- Responsible for ensuring that all contact details per call are up to date.
- Responsible for ensuring a customer satisfaction rating at each call closure.
- Responsible for answering calls in the prescribed Broll greeting when it is required to assist with inbound functions.
- Responsible for following up on all open calls and driving calls to closure with the assistance of the building managers and team leads.
- Responsible for following up on technical quality verification completion, this is included in the driving the call to closure process.
- Logging of calls on the CAFM system
- Log all calls with required fields completion.
- Ensure correct client/building and assets are captured.
- Ensure detail is accurate and a full description is logged according to clients' problems or requirements.
- Ensure the correct contractor is allocated - if unsure obtain approval from the Technical Manager/Building manager or any manager allowed to approve that service 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.
- Provides professional customer service to contractors and clients.
- 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 at all times.
- Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and management.
Keeping shift unavailability to not more than 1 day absent per month. (Annual planned leave excluded).
- Be on time for shift start and not logging off the systems before the shift ends.
- Tracks and records resolutions of problems for future reference, training, and reporting.
- Keeps to SLA turnaround 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 any significant problems.
- Responding to management enquiries through various communication channels.
- Attends meetings as required.
- Give at least one call centre suggestion per quarter.
- Living the values of Broll.
- Assumes responsibility for all aspects regarding incoming calls.
Ensure that all calls are on auto-answer and in a Ready status during the allocated shift.
- Ensure that at least 95% of the call follow up list is completed per day.
- The call abandoned rate is less than 1.5% for the month.
- The average talk time is not below 2 minutes per call.
- Quality assurance should be kept at an average high rate of 95% per month.
- Transferring of calls to the correct persons if unable to resolve the query successfully.
- Assumes responsibility for related duties as required or assigned.
Ensures that work area is clean.
- Adhere to the department and Broll code of conduct.
- Adhere to department and company processes and policies.
- Ensure all call centre equipment is secure and well maintained.
- Performs miscellaneous projects and tasks as assigned.

**PERFORMANCE MEASUREMENTS**
- Financial - 25%
- Correct allocation of contractors
- Ensure that logging of double calls do not take place
- Timeous logging of calls for invoicing purposes and SLA deliverables
- Timeous closing of calls for invoicing purposes and SLA deliverables
- Customer - 4