 |
| Call centre |
| Job Title: | Call Center Agent |
|---|---|
| Posting Date: | March 4, 2025 |
| Req ID: | TSE250304-1 |
| Location: | Johannesburg, Gauteng, South Africa |
| Job Type: | Permanent |
| Closing Date: | March 10, 2025 |
| Company: | Tsebo Facilities Solutions |
Tsebo Facilities Solutions is seeking a highly motivated Call Center Agent to serve as the first point of contact for our clients via telephone. The ideal candidate will assist in understanding client needs and ensure efficient, professional, and timely responses to queries and requests.
About Tsebo Facilities Solutions
Tsebo Facilities Solutions is a leading provider of Integrated Workplace Management Solutions across Africa. With expertise in catering, facilities management, cleaning and hygiene, pest control, energy, procurement, and more, Tsebo helps clients reduce costs, mitigate risks, and increase overall efficiency and productivity.
We are passionate about developing our people, who are at the heart of Tsebo’s success. Join us and be a part of an organization that focuses on continuous improvement and excellence in service delivery.
Key Responsibilities:
Operational Delivery:
- Answer Calls: Ensure all helpdesk-related calls are answered within 20 seconds.
- Log Calls: Accurately log all calls into the system, including:
- Caller details
- Fault and location details
- Categorizing and prioritizing calls
- Assigning calls and closing them when required
- Monitoring calls according to SLA agreements
Caller Response and Follow-Up:
- Respond to all calls promptly and professionally within defined response times.
- Provide consistent updates on job progress.
- Handle difficult callers with respect and diplomacy, escalating issues to management as necessary.
Customer Focus:
- Maintain a customer-first attitude, addressing client needs and improving their experience.
- Assist clients telephonically, providing timely responses to inquiries, concerns, and service requests.
- Ensure all queries are followed up and resolved promptly or escalated when necessary.
Reporting:
- Generate regular reports for management as requested.
- Maintain accurate records and compile statistics as needed.
- Prepare and submit weekly/monthly reports within set timeframes.
Additional Responsibilities:
- Take on other tasks as directed by management that contribute to operational efficiency.
- Promote Tsebo’s image and corporate citizenship through deliberate actions.
- Foster a customer-focused culture and ensure high levels of client satisfaction.
Skills and Competencies:
- Proficiency in Microsoft Office Suite
- Excellent client interaction and rapport-building skills
- Active listening and excellent communication skills (both verbal and written)
- Ability to effectively manage irate customers and resolve issues professionally
- Strong time management skills and the ability to work under pressure
- Fluency in English (additional languages are an advantage)
- Preferably some knowledge of facilities management (FM), though not required
Qualifications:
- Grade 12 (Non-negotiable)
- Computer literacy (basic to advanced proficiency)
Why Join Tsebo Facilities Solutions?
At Tsebo, we are committed to providing a supportive and dynamic work environment that fosters personal growth and professional development. As part of our team, you'll play a key role in delivering excellent customer service and ensuring the smooth operation of our services.
We invite you to apply today and become part of a company that values its employees and works towards delivering exceptional services to clients across Africa.
Apply Today and make a difference with Tsebo Facilities Solutions!