Call Center Agent

Call Center Agent
Company: Tsebo Facilities Solutions
Location: Johannesburg, Gauteng, South Africa
Job Type: Fixed Term Contract
Closing Date: 14 March 2025
Reference Number: TSE250312-1

Job Description

Tsebo Facilities Solutions is looking for a Call Center Agent to serve as the first point of contact for clients, ensuring their needs are understood and addressed efficiently. The role involves offering speedy resolutions within set timeframes, contributing to excellent client service.

Key Responsibilities

Operational Delivery

• Answer Calls: Respond to helpdesk calls within 20 seconds.
• Log Calls: Accurately log calls into the system, including caller details, fault details, and location. Categorize, prioritize, and assign calls, and close calls when required.
• Monitor Calls: Ensure calls are monitored per service level agreements (SLA) and provide updates as necessary.

Caller Response and Follow-Up

• Provide Feedback: Offer timely updates on the progress of jobs.
• Manage Caller Interaction: Answer calls politely and professionally, handling difficult callers with diplomacy.
• Escalate Issues: Escalate challenging calls to the relevant manager when needed.

Reporting

• Generate Reports: Prepare and submit weekly/monthly reports as requested by management.
• Maintain Records: Update and maintain relevant records and compile necessary statistics.

Customer Focus

• Client Interaction: Engage with clients telephonically to address inquiries, concerns, and requests.
• Maintain Customer Focus: Strive to improve customer lifetime value and ensure all queries are resolved efficiently or escalated when necessary.
• Follow Up: Ensure timely follow-up on queries and manage conflicts as they arise.

Code of Conduct

• Additional Responsibilities: Take on other tasks directed by management that drive sustainability and promote the company’s image.
• Performance: Take responsibility for personal performance and adhere to Tsebo’s ethical standards.

Skills and Competencies

• MS Office Suite: Proficient in using Microsoft Office tools.
• Client Rapport: Excellent ability to build and maintain client relationships.
• Listening & Writing Skills: Strong listening and writing skills (spelling and grammar).
• Time Management: Effective at managing time and prioritizing tasks.
• Language Skills: Proficiency in English; knowledge of additional languages is an advantage.
• Conflict Management: Ability to handle irate customers and manage conflict effectively.
• Facilities Management Knowledge: Ideally, familiarity with the facilities management environment, but not a requirement.

Qualifications

• Grade 12 (non-negotiable).
• Computer literacy: Proficient in using computers for logging and reporting.

About Tsebo Solutions Group

Tsebo Solutions Group is a leading provider of integrated workplace management solutions in Africa. They specialize in various sectors including facilities management, cleaning, hygiene, pest control, energy, and more. Tsebo is committed to reducing costs and risks while improving efficiency and productivity.

How to Apply

Submit your application by 14 March 2025 for consideration.

apply here