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Tsebo Solutions Group Call Centre Agent

Tsebo Solutions Group Call Centre Agent :
Job Summary

Tsebo Facilities Solution is looking for a Call Centre Agent who will be responsible to be the first telephonic point of contact to our 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.

Duties and 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 & T-System 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.

Qualifications and Experience

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
Attend to Phone Calls and Emails
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.
Ability to work under pressure.
Project a professional and competent image at all times when on duty.
Ability to resolve conflict.
Ability to work under pressure.
Ability to deliver high quality customer service consistently.

Qualifications

Grade 12 (non-negotiable) plus….
Computer literacy
English speaking advantageous
Minimum 3 years’ experience as a Receptionist in a hospitality environment.
2-3 years frontline hotel/customer service experience
2 -3 Call centre experience

How to Apply

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