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