About Us
Tsebo Facilities Solution is looking for a Call Centre Agent to provide a professional Helpdesk service by offering value-added customer service to Facilities users and focusing on customer needs, thereby ensuring customer satisfaction.
To ensure service delivery is aligned to the output specifications pertained in the PPP Agreement.
Standby support for financial admin and cover all tasks including:
Providing a Financial Administration Service to TFS site office.
Ensuring that all accounting policies and procedures are followed in accordance with TFS as well as the requirements stipulated by the client.
To collate supplier documentation accurately and timeously while maintaining effective control over all the suppliers and collate and record all pass-through costs invoices and produce a monthly summary of all pass-through costs.
Duties & Responsibilities
Logging Calls
Logging incoming calls from clients in line with the Helpdesk Procedure.
Ensuring that calls are answered within 3 rings.
Ensuring calls are logged accurately on the Helpdesk System.
Ensuring all relevant details and comments are recorded on the Helpdesk System / Work Order.
Assisting clients with confirming venue and parking bookings on the Helpdesk System.
Caller Response and Follow-up
Providing feedback on job progress to clients.
Following up with relevant departments on the progress of calls.
Ensuring calls are attended to within the prescribed rectification periods.
Escalating calls which have reached 2/3 of their store time allocation.
Handling all calls in a polite and friendly manner.
Handling difficult callers with respect and diplomacy.
Escalating difficult callers to the Business Support Manager when necessary.
Reports and Information Management
Generating reports as requested by the client in line with contract specifications.
Ensuring a high level of customer service is provided and maintained.
Ensuring that all documentation relating to the helpdesk are documented and recorded.
Safety Awareness
Ensuring that all jobs are carried out in a safe and competent manner.
Reporting on any safety issues to the Facilities Manager immediately to prevent any incidents.
Site Compliance
Adhering to the TFS's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures applicable to this position.
Ensuring requirements of the PPP Agreement are adhered to, especially Schedule 3 Part 2 - Service Specifications.
Supplier Administration
Liaising with existing suppliers and new suppliers on information required.
Keeping updated credit application and information sheets of suppliers.
Completing all new supplier applications.
Ensuring that copies of all documentation are made before sending to head office.
Filing invoices and correspondence in a methodical manner for easy access.
Responding to supplier payment queries.
Submitting remittance advice to suppliers and assisting with queries relating to payments.
Being familiar with SLAs in place with suppliers and contractors.
Skills and Competencies
Excellent telephone etiquette.
Good command of the English Language.
Bilingual.
Detailed knowledge of Helpdesk Procedure and TFS processes.
Basic knowledge of the client and the building where the function operates.
Good knowledge and understanding of the PPP model and the PPP Agreement.
Knowledge of SARS Tax and VAT Acts and applicable legislation.
Good knowledge and understanding of the PPP model and the PPP Agreement.
Qualifications
Grade 12.
Tertiary qualification in call centre / customer service environment is an advantage.
2 – 3 Years' experience in a call/client centre environment.
Computer Literacy on MS Packages (MS Word, Excel, PowerPoint).
Experience on the Infor EAM system.
Understanding the site Agreement and Schedules.
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