Call Centre Agent (Talent Pool)

Purpose
The main responsibility of the Bidvest Facilities Management Call Centre Agent is to capture customer requests/complaints on SAP received via telephone and/or mail. The agent also needs to have the ability to identify emergencies and escalate accordingly.

Key Roles Customer FocusedRelationship buildingPersonal and professional integrityAnalytical with attention to detailAbility to deal at all levels of the organizationHighly motivatedWork under pressurePerseveranceKey results/outcomes/accountabilities Logging of faults/requests/complaintsDispatchingAttending to follow ups and escalationsAttending weekly green area meetingsAccepting and completing job cardsDetermine the SLA'sConducting Customer Satisfaction surveysTracking (rejected) and monitoring faultsOther Duties Assisting in all round duties and activities in the Contact CentreLearning and Growth Maintain a transfer of skills and knowledge.Ensure self-development in the related fieldsKnowledge / Qualifications and Experience Grade 12Excellent understanding of a contact centre and admin support environment essential (2 years' experience)Call Centre CertificateComputer packages essentialGood listening, verbal and written communication essentialGood product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.Excellent/Good knowledge on Bidvest Facilities Management products
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