- Centurion
- Salary: Market Related
- Job Type: Permanent
- Sectors: Call Centre Sales
- Reference: 107148
Vacancy Details
Employer: Bidvest Facilities Management
Purpose
To manage systems to best support maintenance strategies and rendering of efficient service delivery environment to customers within SLA time.
Roles and Responsibilities
- Loading of quotations on Archibus and obtain approval
- Create SAP Quotations and ensure accuracy against requests parameter
- Dispatch requests to technical staff and pertinent service providers and follow-up on action items
- Monitor the execution of work and implement corrective measures on deviations (Releasing of work order and obtain of ETA by agents)
- Manage all incoming requests and complaints on daily basis, and provide timeous feedback in ensuring customer satisfaction
- Relieve Duty Manager when not available
- Answer incoming faults/requests/complaints via the communication channels
- Logging of faults/requests/complaints as received via the communication channels
- Accepting and completing of job cards
- Basic Planning - Create quotations on internal and client systems, release workorders and dispatch Technicians
- Attending to follow ups and escalations
- Determine the SLA’s
- Conducting Customer Satisfaction surveys
- Tracking (rejected) and monitoring faults
- Stop confirmations
Core Competencies:
- Excellent telephone etiquette
- Good listening skills
- Adapt to system knowledge: SAP, Outlook, Microsoft, Siemens, standby lists
- Ability to multitask
- Workflow and Escalation procedures
- Adhering to the log in and log outs of the Contact Centre Shift schedule
- Always maintain professionalism
- Adhering to Contact Centre rules and regulations
- Assisting in all round duties and activities in the Contact Centre
Knowledge / Qualifications and experience
- Matric
- Technical diploma S4/ N6 in Engineering or Project Management or Operations Management
- 2 years’ relevant experience in maintenance planning, project management and knowledge of financial management principles
- Proficient in MS Office and Call Centre equipment/software programs
- Siemens, Webforce, SAP, Site Alarm Manager and RMS
- Knowledge of performance evaluation and customer service metrics
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Experience in management report writing essential
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