Tsebo Solutions Group
About Tsebo Facilities Solutions
Tsebo Facilities Solutions is seeking a dedicated Call Center Agent to join their team in Johannesburg. As the first point of contact for our clients, you will play an essential role in providing top-tier customer service, addressing client needs efficiently, and offering quick resolutions to queries. Join a team that values its employees and focuses on delivering high-quality services to clients across various sectors.
Tsebo Solutions Group is a leading African Integrated Workplace Management Solutions provider, specializing in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, and more. We believe that our people are at the heart of our success, and we are committed to developing them for both personal and professional growth.
Key Responsibilities
As a Call Center Agent at Tsebo, your key responsibilities will include:
📞 Operational Delivery:
- Answer Calls: Respond to all helpdesk-related calls within 20 seconds.
- Log Calls: Accurately log call details, including customer information, fault descriptions, and location.
- Prioritize Calls: Categorize and prioritize calls for efficient resolution, and assign tasks accordingly.
- Close Calls: Close calls when issues are resolved and monitor calls according to the Service Level Agreement (SLA).
💬 Customer Interaction:
- Provide Timely Feedback: Respond to callers within the defined timeframes and provide feedback on job progress.
- Respectful Communication: Handle difficult callers with professionalism and escalate when necessary.
- Client Relationship: Maintain excellent rapport with clients, ensuring satisfaction and resolution of all queries.
📊 Reporting & Administration:
- Generate Reports: Prepare weekly and monthly reports, updating records and compiling statistics as required by management.
- Track Progress: Monitor all calls and provide regular updates to ensure timely resolution.
- Administrative Duties: Maintain accurate records of all call interactions and escalate any issues when necessary.
🌍 Customer Focus & Conflict Management:
- Work in Teams: Collaborate with teams to maintain a customer-focused approach and improve customer lifetime value.
- Resolve Queries: Address customer inquiries efficiently, or escalate where needed.
- Conflict Management: Handle challenging situations with professionalism, ensuring resolution and maintaining a positive customer experience.
🧑💼 Miscellaneous Responsibilities:
- Follow Company Procedures: Work in accordance with operational procedures and enhance performance.
- Promote Tsebo’s Image: Contribute to the company’s positive image through actions and professional conduct.
Qualifications & Skills
To be considered for this position, candidates must meet the following qualifications and possess the required skills:
🎓 Qualifications:
- Grade 12 (Non-Negotiable)
- Computer Literacy: Proficiency in MS Office Suite.
💼 Experience:
- Experience in customer service or call center roles is a plus.
- Previous exposure to facilities management (FM) is beneficial but not mandatory.
💡 Key Skills:
- Excellent Communication: Strong verbal and written communication skills, with the ability to communicate professionally and effectively.
- Problem Solving: Ability to handle irate customers calmly and diplomatically.
- Time Management: Manage multiple tasks efficiently in a fast-paced environment.
- Attention to Detail: Accurately log, categorize, and prioritize calls.
- Client Rapport: Ability to build and maintain positive relationships with clients.
- Languages: Proficiency in English; additional languages are a plus.
Why Tsebo?
Joining Tsebo Facilities Solutions offers you the opportunity to be part of a leading company with an established reputation in the industry. We provide:
- 💼 Career Growth: Opportunities for advancement within a large, growing company.
- 💰 Competitive Salary: Enjoy a competitive salary with benefits.
- 🌟 Supportive Work Environment: Work in a positive, collaborative culture that encourages growth and development.
How to Apply
Ready to join Tsebo Facilities Solutions as a Call Center Agent? Don’t miss out on this exciting opportunity to work with a dynamic team!
Apply Now and submit your updated CV and cover letter before the closing date, 10 March 2025.
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TIPS for CV Related to This Post
Here are some CV Tips to help you stand out when applying for the Call Center Agent position:
- 📞 Highlight Customer Service Experience: Ensure your CV showcases any experience you have working in customer service or call center roles.
- 📝 Emphasize Communication Skills: As a Call Center Agent, strong communication is essential. Be sure to highlight your verbal and written communication abilities.
- 📊 Show Your Organizational Skills: The ability to manage calls, prioritize tasks, and maintain accurate records is key. Include examples of how you’ve handled similar tasks in past roles.
- 💡 Demonstrate Problem-Solving Abilities: Employers value candidates who can manage irate customers and provide quick solutions. Mention specific instances where you’ve resolved conflicts effectively.
- 💼 Attention to Detail: Ensure that your CV emphasizes your attention to detail, especially when logging calls, prioritizing issues, or following up on customer queries.
- 🌍 Customer-Focused Attitude: Display your commitment to customer satisfaction by sharing examples of how you’ve gone above and beyond to meet client needs.
By following these tips, you’ll make your application stronger and demonstrate your fit for this important role at Tsebo Facilities Solutions.
Best of luck with your application! We look forward to hearing from you!
