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Call Centre Agent

1 month ago

Southern Suburbs, South Africa AFMS Group Full time
Position Summary
Issue of the utilisation of the contract CAFMS, co-ordination of CAFMS records and liaison with operations on record co-ordination and log onto on database as the link between the call centre and the technical support, and follow up on all tasks

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.
 
For information on AFMS Group, including more information on our company culture, visit our website at www.afmsgroup.co.za.
 
Please note, relocation costs will not apply
 
If you don’t hear from us in 14 days, consider your application unsuccessful.