Call Centre Agent (Maintenance)
Call Centre Agent (Maintenance)
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Logging Calls
- Logging incoming calls from clients in line with the Helpdesk Procedure.
- Ensure that calls are answered within 3 rings.
- Ensure calls are logged accurately on the Helpdesk System.
- Ensure all relevant details and comments are recorded on the Helpdesk System / Work Order.
- Assist clients with confirming venue and parking bookings on the Helpdesk System.
Caller Response and Follow-up
- Provide feedback on job progress to clients
- Follow up with relevant departments on progress of calls
- Ensure calls are attended to within the prescribed rectification periods.
- Escalate calls which have reached 2/3 of their store time allocation.
- Handle all calls in a polite and friendly manner
- Handle difficult callers with respect and diplomacy
- Escalate difficult callers to the Business Support Manager when necessary
Reports and Information Management
- Generate reports as requested by the client in line with contract specifications.
- Ensure a high level of customer service is provided and maintained
- Ensure that all documentation relating to the helpdesk are documented and recorded.
Safety Awareness
- Ensure that all jobs are carried out in a safe and competent manner.
- Report on any safety issues to the Facilities Manager immediately to prevent any incidents.
Site Compliance
- Adhere to the TFSs Safety Health Environmental and Quality (SHEQ) Management Systems Policies & Procedures of as applicable to this position.
- Ensure requirements of PPP Agreement are adhered to especially Schedule 3 Part 2 - Service Specifications.
Supplier Administration
- Liaise with existing suppliers and new suppliers on information required.
- Keep updated credit application and information sheets of suppliers.
- Complete all new supplier applications.
- Ensure that copies of all documentation are made before sending to head office.
- File invoices and correspondence in a methodical manner for easy access.
- Respond to supplier payment queries.
- Submit remittance advice to suppliers and assist with queries relating to payments.
- Be familiar with SLAs in place with suppliers and contractors
Site Compliance
- Adhere to the TFSs Safety Health Environmental and Quality (SHEQ) Management Systems Policies & Procedures of as applicable to this position.
- Ensure compliance with TFS policies and procedures related to financial management controls and expenditure authorization levels.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
