Call Center Agent @OUTBOUND

Job description

Reference Number OUTB250319-1

Job Title Call Center Agent

Business Unit / Division OUTBOUND CALL CENTRE

Job Type Classification Permanent

Location – Town / City Johannesburg DURBAN AND CAPE TOWN

Location – Province GAUTENG , KWA-ZULU NATAL AND WESTERN CAPE

Location – Country South Africa

About Us

OUTBOUND CALL CENTRE is looking for a all Center Agent to be the first telephonic point of contact to our client and to ensure understanding of the client’s needs and address them in an efficient and professional manner offering speedy resolution within set timeframes.

As a leading African Integrated Workplace Management Solutions Provider, OUTBOUND CALL CENTRE offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of OUTBOUND CALL CENTRE – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

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.

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Skills and Competencies