Call Centre Agent

About the role:

This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.

Decision making authority:

Works independently within a broad framework of existing policies and guidelines. Fast and efficient handling of queries. Facilitate the smooth flow of documentation between company offices. Reporting. Ensures that more complex queries are escalated appropriately and resolved.

What you will bring:

Matric

3-5 years relevant experience.

Skills required:

Time management, attention for details, Accuracy of processing, achieving deadlines, interpersonal skills, reconciliations, administration, telephony, customer services

Knowledge required:

Computer literate including Ms Office

Technical Knowledge

Competencies required:

Problem solving and decision making; teamwork and co-operation; self-confidence; communication; resilience; initiative; compliance; drive and productivity; methodical.

Major drivers of work volume:

Client Service Delivery, Personal effectiveness, Quality Assurance

Interface / relationships with:

Internal: Procurement, ICT, Accounts Payable, Facilities Managers, Property Management staff

External: Clients, tenants, Customers, Vendors

What you will be doing:

• Attend to calls & requests directed through the call centre from 00:00 - 23:59.
• Assign & generate job cards for clients, technicians and suppliers.
• Communication with Facilities Managers relating to calls.
• Follow up with clients/tenants & technicians re job cards issued.
• Create purchase orders accurately by processing on our systems.
• Share purchase orders to service providers.
• Ensure processing is accurately done.
• Fast & efficient handling of queries with vendors/tenants/suppliers.
• Ensure that a high level of service is maintained between clients (internal & external).
• Maintain the administration & filing system for all documentation.
• Facilitate the smooth flow of documentation between company offices.
• Provide reception duties.