Bidvest Facilities Management Contact Centre Agent

Job Description

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 need 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

Core Competencies:
• Excellent telephone etiquette
• Good listening skills
• Adapt to system knowledge: SAP, Outlook, Microsoft, Siemens, standby lists
• Product knowledge
• Process knowledge
• Workflow and Escalation procedures
• Follow instruction
• Adhering to the log in and log outs of the Contact Centre Shift schedule
• Maintain professionalism at all times
• Adhering to Contact Centre rules and regulations

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 would be an advantage
• 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
• Thorough knowledge on the majority of Bidvest Facilities Management systems essential