Contact Centre Agent

Bidvest Facilities Management

Centurion, Gauteng

Permanent

Posted 30 January 2025 – Closing Date 07 February 2025

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Job Details
Division
Corporate

Business Unit
Contact Centre

Minimum experience
Associate

Company primary industry
Facilities Services

Job functional area
Customer Service

Job Description

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 need 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

Core Competencies:

• Excellent telephone etiquette
• Good listening skills
• Adapt to system knowledge: SAP, Outlook, Microsoft, Siemens, standby lists
• Product knowledge
• Process knowledge
• Workflow and Escalation procedures
• Follow instruction
• Adhering to the log in and log outs of the Contact Centre Shift schedule
• Maintain professionalism at all times
• Adhering to Contact Centre rules and regulations

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 SLA’s
• 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 would be an advantage
• 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
• Thorough knowledge on the majority of Bidvest Facilities Management systems essential

APPLICATION

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