Job Details
Position Overview
- Division: Corporate
- Business Unit: Contact Centre
- Minimum Experience: Associate
- Company Primary Industry: Customer Services
- Job Functional Area: Customer Service
Job Description
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 them 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
- Conducting Customer Satisfaction Surveys
- Tracking and Monitoring Faults (Including Rejected Ones)
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 Related Fields
Knowledge, Qualifications, and Experience
- Grade 12
- Excellent Understanding of a Contact Centre and Admin Support Environment (2 Years’ Experience)
- Call Centre Certificate
- Proficiency in Computer Packages
- Good Listening, Verbal, and Written Communication Skills
- Strong Product and Process Knowledge Related to:
- Facilities Management
- Plant Maintenance
- CRM
- Property Solution
- HR
- Supplier Chain
- Soft Services
- Workplace Services
- Excellent Knowledge of Bidvest Facilities Management Products
Job Details
Position Overview
- Division: Corporate
- Business Unit: Contact Centre
- Minimum Experience: Associate
- Company Primary Industry: Customer Services
- Job Functional Area: Customer Service
Job Description
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 them 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
- Conducting Customer Satisfaction Surveys
- Tracking and Monitoring Faults (Including Rejected Ones)
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 Related Fields
Knowledge, Qualifications, and Experience
- Grade 12
- Excellent Understanding of a Contact Centre and Admin Support Environment (2 Years’ Experience)
- Call Centre Certificate
- Proficiency in Computer Packages
- Good Listening, Verbal, and Written Communication Skills
- Strong Product and Process Knowledge Related to:
- Facilities Management
- Plant Maintenance
- CRM
- Property Solution
- HR
- Supplier Chain
- Soft Services
- Workplace Services
- Excellent Knowledge of Bidvest Facilities Management Products
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