Call Centre Agent (Talent Pool)

PurposeThe 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 RolesCustomer FocusedRelationship buildingPersonal and professional integrityAnalytical with attention to detailAbility to deal at all levels of the organizationHighly motivatedWork under pressurePerseveranceKey results/outcomes/accountabilitiesLogging 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 DutiesAssisting in all round duties and activities in the Contact CentreLearning and GrowthMaintain a transfer of skills and knowledge.Ensure self-development in the related fieldsKnowledge / Qualifications and experienceGrade 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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