Call Centre Agent (Talent Pool) – Bidvest Facilities Management
Permanent
Job Details
Job Description
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.
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.
Key Roles
- Customer Focused
- Relationship building
- Personal and professional integrity
- Analytical with attention to detail
- Ability to deal at all levels of the organization
- Highly motivated
- Work under pressure
- Perseverance
Key results/outcomes/accountabilities
- Logging of faults/requests/complaints
- Dispatching
- Attending to follow ups and escalations
- Attending weekly green area meetings
- Accepting and completing of job cards
- Determine the SLA’s
- Conducting Customer Satisfaction surveys
- Tracking (rejected) and monitoring faults
Other Duties
- Assisting in all round duties and activities in the Contact Centre
Learning and Growth
- Maintain a transfer of skills and knowledge.
- Ensure self-development in the related fields
Knowledge / Qualifications and experience
• Grade 12
• Excellent understanding of a contact centre and admin support environment essential (2 years’ experience)
• Call Centre Certificate
• Computer packages essential
• Good listening, verbal and written communication essential
• Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
• Excellent/Good knowledge on Bidvest Facilities Management products
• Grade 12
• Excellent understanding of a contact centre and admin support environment essential (2 years’ experience)
• Call Centre Certificate
• Computer packages essential
• Good listening, verbal and written communication essential
• Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
• Excellent/Good knowledge on Bidvest Facilities Management products
0 Comments