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 according. 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 of job cards Determine the SLAs Conducting Customer Satisfaction surveys 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 essential (2 years experience) Call Centre Certificate Computer packages essential 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 on Bidvest Facilities Management products