Call Centre Agent at Tsebo Group

About Us

As the leading integrated facilities solutions provider in Africa and the Middle East, operating in over 28 countries, with over 40 000 employees, the Tsebo Solutions Group enables businesses to optimise their efficiency and productivity, and become more successful. We take responsibility of our customers’ non-core activities outside of their expertise, empowering them to focus on their core business. Our local expertise, global standards and innovative cross-divisional solutions, such as catering, cleaning, facility management and security, give us the edge to optimise our customers non-core operations, allowing them to enjoy reduced cost, risk and complexity.

Duties & Responsibilities

Operational Delivery BOC clients: E-mail logged WO from Maximo

• Capture email logged calls onto tracker within 3 minutes

• Change status on Maximo from WAPPR to APPR

• Notify on ground teams of call by forwarding email to team

• Apply for BOC permit to work

• Advise team of permit details Checking of Returned WO Information

• Check the data returned by the PIC (Person In Charge) is correct o Start time entered o End Time entered o Permit activation and surrender time and details correct o Status changed o WO completed o Risk assessment completed

• Update Maximo o Ensure Maximo is updated within the contracted time frames o Status is changed o Start and restore times entered o Failure code o Failure remarks o Upload documents in the format specified Tracker

• Keep tracker up to date with relevant information regarding the job at all times Operational Delivery non-BOC clients: Answer Calls

• Answer all helpdesk related calls within 20 seconds. Log Calls • Log calls accurately on the system.

• Log caller details.

• Log fault details

. • Log location details.

• Categorise calls.

• Prioritise calls.

• Assign calls.

• Note all relevant details and comments.

• Close calls when required.

• Monitor calls as per SLA. Caller Response and Follow-Up

• Respond to callers within the defined response time.

• Provide feedback on job progress. Caller Interaction

• Answer and respond to all calls in a polite and friendly manner.

• Respond to difficult callers with respect and diplomacy.

• Escalate difficult callers to the relevant Manager when necessary. Reports

• Generate reports as requested by Management Operational Delivery: Answer Calls

• Answer all helpdesk related calls within 20 seconds. Log Calls

• Log calls accurately on the system.

• Log caller details.

• Log fault details.

• Log location details.

• Categorise calls.

• Prioritise calls.

• Assign calls.

• Note all relevant details and comments.

• Close calls when required.

• Monitor calls as per SLA. Caller Response and Follow-Up

• Respond to callers within the defined response time.

• Provide feedback on job progress. Caller Interaction

• Answer and respond to all calls in a polite and friendly manner.

• Respond to difficult callers with respect and diplomacy.

• Escalate difficult callers to the relevant Manager when necessary. Reports

• Generate reports as requested by Management Customer Focus:

• Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value

• Interact with clients telephonically to provide and process information in response to inquiries, concerns and requests about products and services

• Keep up to date with business objectives within the environment

• Provide advice on general changes and compliance within the workplace management framework when required

• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced

• Attend to and resolve all customer queries timeously or escalate when necessary

• Follow up and follow through on all queries timeously

• Manage conflict Reporting:

• Prepare all weekly/monthly reporting within set timeframes for submission to your manager

• Update and maintain all relevant records

• Compile and prepare stats as and when required by your manager Code of Conduct:

• Undertake such other responsibilities as directed by Management that will drive sustainability.

• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.

• Take responsibility for one’s own performance.

• Promote TFS’s & T-System image and corporate citizenry through deliberate and co-ordinated activities.

• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.

• Ensure TFS ethical values are adhered to.

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Skills and Competencies

• Minimum 3 years’ experience as a Receptionist in a hospitality environment.

• 2-3 years frontline hotel/customer service experience

• 2 -3 Call Centre experience

• MS Office Suite

• Knowledge of equipment, materials and suppliers used in facilities management.

• Excellent client rapport

• Excellent listening skills

• Excellent writing skills (spelling and grammar)

• Ability to accurately translate a verbal conversation into writing

• Ability to deal with irate customers

• Good time Management

• Proficiency in English; knowledge of additional languages is a plus

• Preferably an understanding of the FM environment but not a requirement

• Attend to Phone Calls and Emails

• Logging client requests

• Logging Security and ATM requests

• Generation work orders

• Dispatch work orders to Correct Supplier

• Handle and resolve queries timeously

• Raise special requests for purchase orders

• Offer “one stop shop” experience to the client

Qualifications

• Grade 12

• Computer literacy

• English speaking advantageous

Location :Johannesburg, Gauteng

Closing Date :2022/01/21

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website