Call Center Agent

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Call Center Agent – Tsebo Facilities Solutions

Closing Date: 14 March 2025
Reference Number: TSE250312-1
Job Type: Fixed Term Contract
Company: Tsebo Facilities Solutions
Location: Johannesburg, Gauteng, South Africa

About Us
Tsebo Facilities Solutions is looking for a Call Center Agent to be the first telephonic point of contact for our clients. The agent must understand the client’s needs and address them efficiently and professionally, ensuring quick resolutions within set timeframes.

Tsebo Solutions Group is a leading African Integrated Workplace Management Solutions Provider, offering services in Catering, Facilities Management, Cleaning, Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, and Remote Camps.

Duties & Responsibilities

Operational Delivery:

  • Answer all helpdesk-related calls within 20 seconds
  • Log calls accurately on the system, including caller details, fault details, and location
  • Categorise, prioritise, and assign calls
  • Monitor calls as per Service Level Agreements (SLA)
  • Provide feedback to callers on job progress
  • Handle difficult callers with respect and escalate when needed

Reporting:

  • Generate reports as requested by management
  • Prepare weekly/monthly reports
  • Maintain records and compile stats when required

Customer Focus:

  • Interact with clients to provide and process information
  • Resolve customer queries or escalate when necessary
  • Follow up on all queries promptly
  • Manage conflict professionally

Code of Conduct:

  • Take responsibility for your own performance
  • Promote Tsebo’s image through professional behavior
  • Handle additional responsibilities as directed by management

Skills and Competencies

  • MS Office Suite proficiency
  • Excellent listening, writing, and time management skills
  • Strong client rapport and ability to handle irate customers
  • Ability to accurately translate verbal conversations into written records
  • Proficiency in English (additional languages are a plus)
  • Knowledge of facilities management is advantageous but not required

Qualifications

  • Grade 12 (non-negotiable)
  • Computer literacy

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