Call Centre Agent

**About Us**:
Tsebo Facilities Solution is looking for a Call Centre Agent Assistant who will be responsible to be the first telephonic point of contact to Tsebo Facilities Solutions client and to ensure understanding of the client’s needs and address them in an efficient and professional manner offering speedy resolution within set timeframes.

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**:
**Operational Delivery**:
**Answer Calls**
- Answer all helpdesk related calls within 20 seconds.

**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.
- Monitor calls as per SLA.

**Caller Response and Follow-Up**
- Respond to callers within the defined response time.
- Provide feedback on job progress.

**Caller Interaction**
- Answer and respond to all calls in a polite and friendly manner.
- Respond to difficult callers with respect and diplomacy.
- Escalate difficult callers to the relevant Manager when necessary.

**Reports**
- Generate reports as requested by Management

**Customer Focus**:

- Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
- Interact with clients telephonically to provide and process information in response to inquiries, concerns and requests about products and services
- Keep up to date with business objectives within the environment
- Provide advice on general changes and compliance within the workplace management framework when required
- Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
- Attend to and resolve all customer queries timeously or escalate when necessary
- Follow up and follow through on all queries timeously
- Manage conflict

**Reporting**:

- Prepare all weekly/monthly reporting within set timeframes for submission to your manager
- Update and maintain all relevant records
- Compile and prepare stats as and when required by your manager

**Code of Conduct**:

- Undertake such other responsibilities as directed by Management that will drive sustainability.
- Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
- Take responsibility for one’s own performance.
- Promote TFS’s & Hwawei’s image and corporate citizenry through deliberate and co-ordinated activities.
- Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
- Ensure TFS ethical values are adhered to.

**Skills and Competencies**:

- MS Office Suite
- Knowledge of equipment, materials and suppliers used in facilities management.
- Excellent client rapport
- Excellent listening skills
- Excellent writing skills (spelling and grammar)
- Ability to accurately translate a verbal conversation into writing
- Ability to deal with irate customers
- Good time Management
- Proficiency in English; knowledge of additional languages is a plus
- Preferably an understanding of the FM environment but not a requirement
- Logging client requests
- Logging Security and ATM requests
- Generation work orders
- Dispatch work orders to Correct Supplier
- Handle and resolve queries timeously
- Raise special requests for purchase orders
- Offer “one stop shop” experience to the client

**Behavioural Qualities**
- Emotional Intelligence: ability to work with colleagues who have different ways of behaving and interacting.
- Resilience: ability to cope with setbacks.
- Enjoys working in a rigid time bound environment
- A customer-oriented and professional attitude
- An outgoing personality
- Outstanding communication abilities
- Hospitality and customer centric focus.
- Ability to work unsupervised.
- Self-disciplined, motivated, energetic self -starter with an exemplary work ethos.
- Capability to interact with both internal and external customers at all levels.
- Ability to maintain confidentiality.
- Attention to detail with a methodical and structural approach.
- Results focussed and professionalism
- Ability to multitask
- Ability to follow established procedures.
- Abilit