Call Centre Agent (Talent Pool)
Bidvest Facilities Management
Location: Centurion, Gauteng
Employment Type: Permanent
Closing Date: 16 October 2024
Position Overview
Bidvest Facilities Management is seeking a Call Centre Agent to join our Talent Pool. This role is responsible for logging customer requests and complaints into SAP, received through telephone or email. The agent must also have the ability to identify emergencies and escalate them appropriately.
Key Responsibilities
-Efficiently log faults, requests, and complaints.
-Dispatch and follow up on service requests.
-Handle escalations in a timely manner.
-Participate in weekly team meetings.
- Complete job cards and determine Service Level Agreements (SLAs).
- Conduct Customer Satisfaction Surveys.
- Track and monitor unresolved or rejected faults.
- Support other contact center tasks as required.
Desired Skills and Competencies
- Strong customer focus and relationship-building skills.
- High levels of personal and professional integrity.
- Analytical mindset with attention to detail.
- Ability to communicate effectively at all levels within the organization.
- Self-motivated with the ability to work under pressure.
- Perseverance in challenging situations.
Qualifications and Experience
- Matric (Grade 12).
- Minimum 2 years’ experience in a contact center and administrative support role.
- Call Centre Certificate.
- Proficient in computer systems and software packages.
- Excellent verbal and written communication skills.
- Familiarity with facilities management, plant maintenance, CRM, and related areas is advantageous.
- Strong knowledge of Bidvest Facilities Management products is beneficial.
HOW TO APPLY:
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