Job Details
Division: Corporate
Business Unit: Contact Centre
Minimum Experience: Associate
Company Primary Industry: Customer Services
Job Functional Area: Customer Service
Job Description
Purpose
The Bidvest Facilities Management Call Centre Agent is primarily responsible for capturing customer requests and complaints in SAP, received through phone calls and emails. The agent must be able to identify urgent situations and escalate them appropriately.
Key Roles and Responsibilities
- Customer Focused: Ensure customer satisfaction by promptly addressing inquiries and complaints.
- Relationship Building: Establish and maintain positive relationships with customers and internal teams.
- Personal and Professional Integrity: Handle all interactions with honesty and a commitment to company values.
- Analytical Skills: Be detail-oriented and capable of identifying patterns or issues in customer queries.
- Dealing with All Levels: Communicate effectively across all levels of the organization.
- Highly Motivated: Stay driven to meet goals, even under challenging conditions.
- Work Under Pressure: Thrive in a fast-paced, high-pressure environment.
- Perseverance: Remain persistent in solving customer issues and meeting organizational objectives.
Key Outcomes/Accountabilities
- Logging Faults/Requests/Complaints: Capture all incoming faults, requests, and complaints accurately in the system.
- Dispatching: Ensure timely and appropriate dispatching of service requests.
- Follow-Ups and Escalations: Monitor unresolved issues and escalate them when necessary.
- Weekly Green Area Meetings: Participate in these meetings to review and address outstanding issues.
- Job Cards: Accept and complete job cards assigned through the system.
- Determine SLAs: Understand and determine the applicable Service Level Agreements for each case.
- Customer Satisfaction Surveys: Conduct surveys to gather customer feedback on the quality of service provided.
- Fault Tracking and Monitoring: Keep track of rejected requests and monitor the progress of faults through resolution.
Other Duties
- General Contact Centre Duties: Assist in all-round contact centre activities as needed.
Learning and Growth
- Skill Transfer: Ensure the transfer of skills and knowledge to colleagues.
- Self-Development: Continuously seek opportunities for personal and professional growth in related fields.
Knowledge, Qualifications, and Experience
- Grade 12: A high school diploma is required.
- Call Centre and Admin Experience: At least 2 years of experience in a contact centre and admin support environment is essential.
- Call Centre Certificate: A certificate in call centre operations is required.
- Computer Proficiency: Experience with computer packages is essential.
- Communication Skills: Strong listening, verbal, and written communication skills are crucial.
- Product and Process Knowledge: Must possess a good understanding of Facilities Management, Plant Maintenance, CRM, Property Solutions, HR, Supplier Chain, Soft Services, and Workplace Services.
- Bidvest Products: Good knowledge of Bidvest Facilities Management products is advantageous.
This role offers a great opportunity for someone passionate about customer service and facilities management. If you meet the requirements and are eager to grow within a dynamic team, we encourage you to apply!
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