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Job Opportunity: Call Centre Agent (Talent Pool)
Company: Bidvest Facilities Management
Location: Centurion, Gauteng
Position Type: Permanent
Posted Date: 16 September 2024
Closing Date: 31 January 2025
Purpose of the Role:
The Call Centre Agent will handle customer requests and complaints, capturing them in SAP via telephone and email. The role requires identifying emergencies and escalating them accordingly.
Key Roles and Responsibilities
Core Functions:
- Logging customer faults, requests, and complaints.
- Dispatching and handling follow-ups and escalations.
- Participating in weekly green area meetings.
- Accepting and completing job cards.
- Determining SLAs (Service Level Agreements).
- Conducting customer satisfaction surveys.
- Monitoring and tracking rejected faults.
Additional Duties:
- Assisting with general activities in the Contact Centre.
Learning and Growth:
- Transferring skills and knowledge.
- Self-development in relevant fields.
Key Skills and Attributes
- Customer-focused with strong relationship-building abilities.
- Personal and professional integrity.
- Analytical thinking with attention to detail.
- Ability to work under pressure and persevere.
- Strong communication skills (listening, verbal, and written).
Qualifications and Experience Required
- Education: Grade 12.
- Experience: At least 2 years’ experience in a contact centre and admin support environment.
- Certification: Call Centre Certificate.
- Technical Skills: Proficiency in computer packages.
- Knowledge Areas:
- Facilities management and plant maintenance.
- CRM, property solutions, HR, supplier chain, and workplace services.
- Bidvest Facilities Management products and services.
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