Call Centre Operator (IFM) - Sandton at Broll

POSITION PURPOSE

• Responsible for providing excellent and effective client service on all systems that Broll FM Division may use or acquire. As a Call Centre Agent – you are responsible for answering calls and correct allocation of calls within a timeous frame. You are responsible for the outbound function of following up on open calls and closing the call to a completed status with the necessary and correct feedback information within a timeous frame. This position calls for any administrative assistance the business deems necessary that will influence outstanding customer service to all clients and stakeholders.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assumes responsibility for providing effective inbound and outbound services.
• Responsible for answer calls and respond to emails in the Company.
• Handle customer inquiries both telephonically and email
• Research required information using available resources.
• Manage and resolve customer complaints.
• Provide customer with service information.
• Identify and escalate priority issues.
• Route calls to appropriate resource
• Follow up customer calls where necessary.
• Document all call information according to standard operating procedures.
• Responsible for making outbound calls in the prescribed Broll greeting.
• Responsible for ensuring that all contact details per call are up to date.
• Responsible for ensuring a customer satisfaction rating at each call closure.
• Responsible for answering calls in the prescribed Broll greeting when it is required to assist with inbound functions.
• Responsible for following up on all open calls and driving calls to closure with the assistance of the building managers and zone leaders.
• Responsible for following up on technical quality verification completion, this is included in the driving the call to closure process.
• Logging of calls on the CMMS system
• Logg all calls with required fields completion.
• Ensure correct client / building and asset is captured.
• Ensure detail is accurate according to clients problem or requirements.
• Ensure correct contractor is allocated – if unsure obtain approval from Technical Manager on which contractor should be allocated
• Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.
• Tracks and resolves problems promptly and effectively. Ensures optimal service.
• Ensures that deadlines are met.
• Obtains and conveys information as needed. Logs all problems including cause and resolution information. Ensure that all relevant information is attached.
• Promotes goodwill and a positive image of the Company.
• Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.
• Tracks and records resolutions of problems for future reference, training, and reporting.
• Keeps to SLA turn around times and ensures that update is given to all parties.
• Cooperates in a team environment to promote strong customer assistance and learning.
• Works with different departments to assist in providing technical solutions as needed.
• Keeps management well informed of area activities and of any significant problems.Attends meetings as required.
• Assumes responsibility for related duties as required or assigned.
• Ensures that work area is clean
• Ensure all equipment is secure and well maintained.
• Performs miscellaneous projects and task as assigned.
• PERFORMANCE MEASUREMENTS
• Calls are completed effectively and timely in accordance with schedules.
• Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
• Good working relations exist with internal and external clients and clients concerns are promptly addressed and problems effectively resolved.
• Required calls are complete and current.
• Management is appropriately informed of area activities and of any significant or recurring problems.
• Good working relations exist with all Broll staff.

EDUCATION/CERTIFICATION:

• Matric.
• Call Centre Certificate

REQUIRED KNOWLEDGE:

• minimum of 1 year call centre experience (inbound & outbound)

ABILITIES/ATTETUDES:

• Able to work-day and night shifts on a 24 hour and 365 days basis.
• Able to work well independently.
• Good problem-solving skills.
• People orientated, Ethical, Motivated.
• Approachable, Quality awareness, Reliable, Assertive, Adaptability
• Solid oral and written communications abilities.
• Be able to communicate effectively at all levels.
• Able to work under pressure.
• Good time management.
• Accuracy.
• Need to be on time all times.
• Able to work after hours when necessary.
• Must be able to get to work on all shift patterns – Own transport would
• be an advantage.
• Must be fluent in English.
• Must be able to speak and understand Afrikaans.