Tsebo Solutions Group
About the job
Duties & Responsibilities
Operational Delivery
Answer Calls
Answer all helpdesk related calls within 20 seconds.
Log Calls
Log calls accurately on the system.
Log caller details.
Log fault details
Log location details
Categorise calls
Prioritise calls
Assign calls
Note all relevant details and comments
Close calls when required
Monitor calls as per SLA
Caller Response and Follow-Up
Respond to callers within the defined response time
Provide feedback on job progress
Caller Interaction
Answer and respond to all calls in a polite and friendly manner
Respond to difficult callers with respect and diplomacy
Escalate difficult callers to the relevant Manager when necessary
Reporting
Generate reports as requested by Management Customer Focus: Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
Interact with clients telephonically to provide and process information in response to inquiries, concerns and requests about products and services
Keep up to date with business objectives within the environment
Provide advice on general changes and compliance within the workplace management framework when required
Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
Attend to and resolve all customer queries timeously or escalate when necessary
Follow up and follow through on all queries timeously
Manage conflict
Reporting
Prepare all weekly/monthly reporting within set timeframes for submission to your manager
Update and maintain all relevant records
Compile and prepare stats as and when required by your manager
Code Of Conduct
Undertake such other responsibilities as directed by Management that will drive sustainability
Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken
Take responsibility for one’s own performance
Promote TFS’s & Hwawei’s image and corporate citizenry through deliberate and co-ordinated activities.
Skills and Competencies
MS Office Suite
Knowledge of equipment, materials and suppliers used in facilities management
Excellent client rapport
Excellent listening skills
Excellent writing skills (spelling and grammar)
Ability to accurately translate a verbal conversation into writing
Ability to deal with irate customers
Good time Management
Proficiency in English; knowledge of additional languages is a plus
Preferably an understanding of the FM environment but not a requirement
Attend to Phone Calls and Emails
Logging client requests
Qualifications
Grade 12 (non-negotiable) plus
Computer literacy
To apply for this job please visit tsebo.erecruit.co.