Description

Tsebo Facilities Solution is looking for a all Center Agent to be the first telephonic point of contact to our client and to ensure understanding of the client’s needs and address them in an efficient and professional manner offering speedy resolution within set timeframes.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs.

Responsibilities

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

Requirements

•  Grade 12 (non-negotiable)
•  Computer literacy

Skills & Competencies

•  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