Call Centre Agent

Tsebo Solutions Group

Duties & Responsibilities

Capture and log all incoming calls accurately on the BMS system.
Record caller details, building location, fault information, and relevant comments.
Categorise, prioritise, and assign calls to the appropriate service provider or department.
Ensure calls are updated and closed correctly upon completion.

Monitor the Building Management System for alarms and operational alerts.
Investigate alarm indications and initiate escalation or corrective action where required.
Monitor critical equipment and processes to ensure operation within prescribed parameters.

Respond to callers within the defined response times.
Provide regular updates regarding the status and progress of logged calls.
Obtain customer feedback and satisfaction confirmation when jobs are completed.
Maintain professional, courteous, and customer-focused interactions at all times.

Generate operational reports as requested by management.
Provide daily feedback and observations to the Building Manager regarding service issues, trends, and performance concerns.

Adhere to Tsebo's Safety, Health, Environmental and Quality (SHEQ) Management System requirements.
Follow all ISO 9001, ISO 14001 and ISO 45001 standards applicable to the role.
Comply with company policies, procedures, and legislative requirements.

Perform any other reasonable duties aligned to the role and business requirements as requested by management.

Skills and Competencies

Working knowledge of building layouts, facilities infrastructure, and client operations.
Understanding of electrical fixtures, fittings, repairs, and maintenance activities.
Familiarity with BMS monitoring systems and call logging processes.
Ability to interpret and follow oral and written instructions.
Good planning, organising, and prioritisation skills.
Strong telephone etiquette.
Strong verbal and written communication skills.
Customer service orientation and hospitality mindset.
Accurate data capture and reporting skills.

Qualifications