Call Centre Agent

Position Summary

Issue of the utilisation of the contract CAFMS, co-ordination of CAFMS records and liaison with operations on record co-ordination and log onto on database as the link between the call centre and the technical support, and follow up on all tasks Key Accountabilities/ Principal Responsibilities

Ensure that all duties are performed in accordance with the companys Quality Management System and OHS Management System requirements

Primary Duties

Processing of faults and incidents on the CAFMS

• Ensure all calls, however received, are logged onto the computer aided facilities management system
• Escalation of high priority calls to appropriate operational representatives
• Processing individual records from creation to closure including identifying the fault/incident in technical terms from description, root cause analysis and corrective action provided
• Issuing all CAFMS records to the correct operational representative
• Identify and report on records in varying statuses and drive to closure
• Receive and capture completed records from operations
• Ensure supporting documentation is uploaded against all records on the CAFMS where applicable
• Follow up that the task was successfully allocated

Follow up on all tasks

• Produce daily report on all requests logged on help desk for the applicable onsite managers highlighting present status
• Ensure all completed tasks are closed
• Highlight in-completed tasks and drive for closure
• Update task status for client information
• Produce CAFMS reports and submit to operational representatives weekly

It should be noted that, for operational reasons, it may be necessary to perform tasks other than those described herein from time to time

Prescribed procedures may be amended by management as and when required

Key Skills And Experience

• Grade 12
• Min 2-year relevant working experience preferably in Facilities Management
• Computer literate (MSOffice)

People And Management Skills

• Excellent literacy skills
• Good interpersonal relations
• Good communication skills
• Ability to work in a team
• Customer focused
• Good organizational skills and ability to prioritize tasks
• Ability to use initiative
• Adhere to deadlines and targets
• Ability to multi-task
• Analytical and quick thinking
• Have a professional attitude
• Problem solving skills
• Self-motivated and work independently
• Take ownership of tasks
• Integrity
• Service orientated
• Take ownership of tasks

Additional responsibilities and skills

The employee acknowledges that all duties performed will reflect on the client and will thus act in a professional manner at all times, as FMS is a service provider, all necessary steps need to be taken to ensure that the service has been delivered according to client requirements, and to prescribed service levels

As a proudly South African brand, AFMS Group (Pty) Ltd will consider our commitment to transformation and employment equity goals for this position.

For information on AFMS Group, including more information on our company culture, visit our website at www.afmsgroup.co.za.

Please note, relocation costs will not apply

If you dont hear from us in 14 days, consider your application unsuccessful.