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  • Posted: Sep 19, 2024
    Deadline: Not specified
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  • Bidvest Facilities Management was founded in 2002 under the name Total Facilities Management Company (TFMC). It was a joint venture with Atkins, one of Western Europe's leading engineering and facilities management organisation. The purpose was to facilitate the outsourcing of the infrastructure management group within a major organisation, and to embed inte...
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    Call Centre Agent (Talent Pool)

    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 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

    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 
    • 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

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