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 Focused
- Relationship building
- Personal and professional integrity
- Analytical with attention to detail
- Ability to deal at all levels of the organization
- Highly motivated
- Work under pressure
- Perseverance
Key Results/Outcomes/Accountabilities
- Logging of faults/requests/complaints
- Dispatching
- Attending to follow-ups and escalations
- Attending weekly green area meetings
- Accepting and completing job cards
- Determine the SLA’s
- Tracking (rejected) and monitoring faults
Other Duties
- Assisting in all-round duties and activities in the Contact Centre
Learning and Growth
- Maintain a transfer of skills and knowledge.
- Ensure self-development in the related fields.
Knowledge / Qualifications and Experience
- Grade 12
- Excellent understanding of a contact centre and admin support environment (2 years’ experience) essential
- Call Centre Certificate
- Good listening, verbal, and written communication essential
- Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services, and Workplace Services.
- Excellent/Good knowledge of Bidvest Facilities Management products
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