Broll Property Group Job vacancy as Call Centre Agent 2022: Available Opportunity for Matric Qualifications Holders
ABOUT
Job Details
Division: Facilities Management Africa
Minimum experience: Entry Level
Company primary industry: Customer Services
Job functional area: Customer Service
Job Description
POSITION PURPOSE
Responsible for providing excellent and effective client service on all systems that Broll FM Division may use or acquire. As a Customer Relationship Consultant – you are responsible for the answering of calls and correct allocation of calls within a timeous frame. You are responsible for the outbound function of following up on open calls and closing the call to a completed status with the necessary and correct feedback information within a timeous frame. This position calls for any administrative assistance the business deems necessary that will influence outstanding customer service to all clients and stakeholders. This position requires the consultant to be on-site.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Assumes responsibility for providing effective inbound and outbound services.
- Responsible for answering calls in the prescribed Broll greeting.
- Respond to emails following the prescribed template within 15 minutes.
- Handling of customer inquiries both telephonically and email professionally.
- Research required information using available resources.
- Manage and resolve customer complaints.
- Provide the customer with service information.
- Identify and escalate priority issues.
- Route calls to appropriate resources within 15 minutes.
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
- Responsible for making outbound calls in the prescribed Broll greeting.
- Responsible for ensuring that all contact details per call are up to date.
- Responsible for ensuring a customer satisfaction rating at each call closure.
- Responsible for answering calls in the prescribed Broll greeting when it is required to assist with inbound functions.
- Responsible for following up on all open calls and driving calls to closure with the assistance of the building managers and team leads.
- Responsible for following up on technical quality verification completion, this is included in the driving the call to closure process.
- Logging of calls on the CAFM system
- Log all calls with required fields completion.
- Ensure correct client/building and assets are captured.
- Ensure detail is accurate and a full description is logged according to clients' problems or requirements.
- Ensure the correct contractor is allocated – if unsure obtain approval from the Technical Manager/Building manager or any manager allowed to approve that service on which contractor should be allocated
- Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.
- Tracks and resolves problems promptly and effectively. Ensures optimal service.
- Provides professional customer service to contractors and clients.
- Ensures that deadlines are met.
- Obtains and conveys information as needed. Logs all problems including cause and resolution information. Ensure that all relevant information is attached.
- Promotes goodwill and a positive image of the Company at all times.
- Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and management.
- Keeping shift unavailability to not more than 1 day absent per month. (Annual planned leave excluded).
- Be on time for shift start and not logging off the systems before the shift ends.
- Tracks and records resolutions of problems for future reference, training, and reporting.
- Keeps to SLA turnaround times and ensures that update is given to all parties.
- Cooperates in a team environment to promote strong customer assistance and learning.
- Works with different departments to assist in providing technical solutions as needed.
- Keeps management well informed of area activities and any significant problems.
- Responding to management enquiries through various communication channels.
- Attends meetings as required.
- Give at least one call centre suggestion per quarter.
- Living the values of Broll.
- Assumes responsibility for all aspects regarding incoming calls.
- Ensure that all calls are on auto-answer and in a Ready status during the allocated shift.
- Ensure that at least 95% of the call follow up list is completed per day.
- The call abandoned rate is less than 1.5% for the month.
- The average talk time is not below 2 minutes per call.
- Quality assurance should be kept at an average high rate of 95% per month.
- Transferring of calls to the correct persons if unable to resolve the query successfully.
- Assumes responsibility for related duties as required or assigned.
- Ensures that work area is clean.
- Adhere to the department and Broll code of conduct.
- Adhere to department and company processes and policies.
- Ensure all call centre equipment is secure and well maintained.
- Performs miscellaneous projects and tasks as assigned.
PERFORMANCE MEASUREMENTS
- Financial – 25%
- Correct allocation of contractors
- Ensure that logging of double calls do not take place
- Timeous logging of calls for invoicing purposes and SLA deliverables
- Timeous closing of calls for invoicing purposes and SLA deliverables
- Customer – 40%
- Calls need to be resourced to an external service provider within 15 minutes of the call being active
- Ensure that 95% of the call follow up list is completed every day.
- Professional approach to all inbound and outbound functions
- Average talk time should not be below 2 minutes
- The abandoned rate should not exceed more than 1.5% for the day
- Absenteeism is kept at a minimum, less than once per month
- Adherence to shift times, log in and log off
- Process – 30%
- Admin: all assigned tasks and functions to be completed following established standards, policies and procedures. All tickets created should be completed with all the necessary correct information, grammar and spelling should be checked before finalising.
- Quality Assurance: good working relations exist with internal and external clients. Clients' concerns are promptly addressed and problems effectively resolved. Quality assurance should be kept at a high standard of 95% at all times.
- Adherence: timekeeping and status changes should be adhered to with no availability not exceeding more than an average of 8% for the month
- Learning & Growth – 5%
- Suggesting at least one call centre improvement per quarter
- Living the values of Broll Property Group
CLOSING DATE
Applications for (Broll Property Group Job vacancy as Call Centre Agent 2022: Available Opportunity for Matric Qualifications Holders) must be submitted before the closing date on 28 April 2022
Please really application attention to the completeness of the application that will be sent to the selection committee is complete according to the requirements that have been set, in order to allow candidates to get the opportunity with what was expected.
REGISTRATION INSTRUCTIONS
How To Apply: (Broll Property Group Job vacancy as Call Centre Agent 2022)
It is recommended for those of you who want to register to really application attention to the requirements that have been determined, in order to get a better chance.
Broll Property Group Job vacancy as Call Centre Agent 2022 reserves the right to offer or refuse employment to anyone at any time in its sole and absolute discretion. The decision of the committee is final and all parties involved in the recruitment process.
It is possible to guarantee that your application is protected as possible to register. However, this does not guarantee immediate success and is only designed to provide you with a stable position during the recruitment process.
Remember, incomplete applications will not be accepted by the selection committee. Candidates who submit their applications after the stated deadline will not be considered. All submissions submitted after the deadline, regardless of their substance, will be discarded without further consideration.
ELIGIBILITY CRITERIA
QUALIFICATIONS
- Education/Certification: Matric
- Call Centre Certificate
REQUIRED KNOWLEDGE
- 3 year call centre experience (inbound & outbound)
ABILITIES/ATTITUDE
- Professional & Customer Centric
- Able to work shifts and after hours as required by Business needs
- Must be able to cope in a quickly changing environment and adapt easily
- Must be available for work on weekends
- Presentable and well-spoken
- Able to work well independently
- Able to work as part of a team to achieve departmental and individual targets
- Good problem-solving skills
- People orientated, Ethical, Motivated
- Promote team spirit and solidarity
- Refrain from creating intentional conflict and work disruptions at all times
- Approachable, Quality awareness, Reliable, Assertive, Adaptability
- Solid oral and written communications abilities
- Be able to communicate effectively at all levels
- Able to work under pressure
- Good time management
- Need to be on time all time
- Must be able to get to work on all shift patterns – Own transport would be an advantage.
- Must be fluent in English
You are welcome to submit possible applications. Remember, you really must first apply the requirements (Broll Property Group Job vacancy as Call Centre Agent 2022). This variable will determine whether you are a viable candidate or not. Please see the qualification conditions provided above if you wish to double-check your credentials. it will be great if you complete everything in the following list if you want to stand a chance of passing your selection.