Call Centre Agent
Reference Number: TSE250611-10
Closing Date: 11 July 2025
Job Type: Talent Pool (Potential Future Placement)
Location: Rustenburg, North West, South Africa
Business Unit: Tsebo Facilities Solutions
About the Role:
The Call Centre Agent is responsible for providing a professional Helpdesk service, focusing on customer needs and satisfaction. The role also supports financial administration, ensuring compliance with accounting procedures and assisting with supplier documentation and queries.
Key Duties and Responsibilities:
Call Logging and Helpdesk Support:
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Answer incoming calls within three rings.
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Log calls accurately in the Helpdesk System, including all relevant details.
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Assist with booking of venues and parking.
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Handle all calls professionally and escalate when necessary.
Caller Follow-Up:
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Provide regular feedback to clients on job status.
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Follow up with departments to ensure timely service.
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Escalate overdue calls based on specified time limits.
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Manage difficult calls with diplomacy and escalate to management if needed.
Reporting and Documentation:
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Generate reports as required by client contracts.
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Maintain accurate documentation for all Helpdesk-related activities.
Safety and Compliance:
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Ensure all jobs are completed safely and report hazards.
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Adhere to the company's SHEQ (Safety, Health, Environmental and Quality) policies.
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Ensure compliance with the PPP Agreement and other regulatory requirements.
Financial and Supplier Administration:
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Liaise with suppliers and maintain accurate supplier records.
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Process supplier applications and ensure proper filing of documentation.
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Address supplier payment queries and provide remittance advices.
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Understand and follow SLA agreements and internal financial controls.
Required Qualifications and Experience:
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Grade 12 (Matric)
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Tertiary qualification in Call Centre or Customer Service (advantageous)
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2–3 years of experience in a call/client service environment
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Proficiency in Microsoft Word, Excel, and PowerPoint
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Experience with Infor EAM system (preferred)
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Knowledge of PPP Agreements and relevant financial procedures
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Understanding of SARS Tax and VAT regulations (advantageous)
Key Skills and Competencies:
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Excellent telephone etiquette
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Fluent in English and bilingual capabilities preferred
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Knowledge of Helpdesk operations and facility management processes
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Good understanding of the client environment
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Strong administrative and organizational skills
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