Call Centre Agent (Mandarin Speaking ) at Tsebo Solution

Duties & Responsibilities;   

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

Caller Response and Follow-Up

• 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.

Reports

• Generate reports as requested by Management

Customer Focus:

• Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
• Interact with clients telephonically to provide and process information in response to inquiries, concerns and requests about products and services
• Keep up to date with business objectives within the environment
• Provide advice on general changes and compliance within the workplace management framework when required
• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
• Attend to and resolve all customer queries timeously or escalate when necessary
• Follow up and follow through on all queries timeously
• Manage conflict

Reporting:

• Prepare all weekly/monthly reporting within set timeframes for submission to your manager
• Update and maintain all relevant records
• Compile and prepare stats as and when required by your manager 

Code of Conduct:

• Undertake such other responsibilities as directed by Management that will drive sustainability.
• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one’s own performance.
• Promote TFS’s & Hwawei’s image and corporate citizenry through deliberate and co-ordinated activities.
• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Ensure TFS ethical values are adhered to.

Skills and 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
• Logging Security and ATM requests
• Generation work orders
• Dispatch work orders to Correct Supplier
• Handle and resolve queries timeously
• Raise special requests for purchase orders
• Offer “one stop shop” experience to the client

Qualifications;

• Grade 12 (non-negotiable) 
• Computer literacy
• Mandarin and Cantonese speaking advantageous
• Minimum 3 years' experience as a Receptionist in hospitality environment 
• 2-3 years frontline hotel/ customer service experience 
• 2-3 Call center experience