Call Center Agent

Duties & Responsibilities

• Answer incoming calls promptly and professionally.
• Log calls accurately, including caller details, fault descriptions, and location.
• Categorize, prioritize, and assign calls in line with Helpdesk procedures.
• Update call annotations and close calls when required.
• Follow up on call progress with internal and external service providers.
• Escalate calls approaching restore time and report poor performance.
• Handle difficult callers with respect and escalate when necessary.
• Generate reports as requested by the Operations Manager.
• Provide feedback on Helpdesk issues and performance.
• Ensure adherence to Tsebo’s SHEQ standards (ISO 9001, ISO 14001 & ISO 18001).

Skills and Competencies

• Computer literacy (MS Word, Excel, Access).
• Excellent telephone etiquette and interpersonal skills.
• Strong communication and attention to detail.
• Ability to manage multiple tasks and work under pressure.
• Professional and customer-focused approach.

Qualifications

• Grade 12 (Matric).
• Secretarial or Telephonist Certificate/Diploma (advantageous).
• 1–2 years’ experience in a similar environment.