About Us

Tsebo Facilities Solution is seeking an all Center Agent to serve as the primary telephonic contact for our clients, ensuring a comprehensive understanding of their needs and addressing them efficiently and professionally, while providing prompt resolutions within established timeframes.

As a prominent African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group is dedicated to delivering reduced costs, minimized risks, and simplified processes, alongside enhanced quality, efficiency, and productivity. Our areas of expertise include Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Security, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. The development of our personnel—who are the core of Tsebo—forms the basis of our mission. This commitment results in a skilled workforce that is attuned to the intricate needs of our clients. DOWNLOAD OUR ONE-PAGER to learn more about our organization in a concise format.

Duties & Responsibilities

Operational Delivery:

Answer Calls

• Respond to all helpdesk-related calls within 20 seconds.

Log Calls

• Accurately record calls in the system.
• Document caller information.
• Note fault specifics.
• Record location details.
• Categorize calls appropriately.
• Prioritize calls based on urgency.
• Assign calls as necessary.
• Include all pertinent details and comments.
• Close calls when appropriate.
• Monitor calls in accordance with SLA.

Caller Response and Follow-Up

• Respond to callers within the specified response time.
• Provide updates on job progress.

Caller Interaction

• Answer and engage with all calls in a courteous and friendly manner.
• Address challenging callers with respect and diplomacy.
• Escalate difficult callers to the appropriate Manager when required.

Reporting:

Generate reports as per Management’s requests. Customer Focus: Collaborate with teams to foster and sustain a customer-centric approach in all activities, emphasizing those that significantly enhance customer lifetime value.

Engage with clients via telephone to provide and process information in response to inquiries, concerns, and requests regarding products and services. Stay informed about business objectives within the organization. Offer guidance on general changes and compliance within the workplace management framework as needed.

Utilize processes and procedures to improve operational efficiencies and performance. Address and resolve all customer inquiries promptly or escalate them when necessary. Ensure timely follow-up and resolution of all queries. Manage conflicts effectively.

Reporting:

Prepare all weekly and monthly reports within designated timeframes for submission to your manager. Update and maintain all pertinent records. Compile and prepare statistics as required by your manager.

Code of Conduct:

Assume additional responsibilities as directed by Management to promote sustainability. Demonstrate flexibility in undertaking tasks that may not be explicitly outlined in the job description. Take ownership of personal performance. Enhance TFS’s and Huawei’s reputation and corporate citizenship through intentional and coordinated activities.

Skills and Competencies:

Proficiency in MS Office Suite. Familiarity with equipment, materials, and suppliers utilized in facilities management. Strong client rapport and excellent listening skills. Exceptional writing skills, including spelling and grammar. Ability to accurately transcribe verbal conversations into written form. Capability to handle irate customers effectively. Good time management skills. Proficiency in English; knowledge of additional languages is advantageous. A basic understanding of the facilities management environment is preferred but not mandatory. Responsibilities include attending to phone calls and emails and logging client requests.

Qualifications:

• Grade 12 (mandatory)
• plus relevant computer skills.

Be the Voice of Tsebo: Exciting Call Center Agent Opportunity!

First impressions mean everything, especially in business. This is especially true in facilities management. Tsebo Facilities Solutions knows this well. They’re a top provider, always striving for amazing client service. Now, they’re looking for a Call Center Agent to be the friendly voice of Tsebo. If you want to make a real impact, this is your chance!

What Will You Do as a Call Center Agent at Tsebo Facilities Solutions?

As a Call Center Agent, you’re the first point of contact. You’ll be handling calls, understanding client needs, and finding solutions. Your work will keep things running smoothly.

Answering Inbound and Outbound Calls

You’ll answer incoming calls and make outgoing calls. These calls might be about questions or requests. You’ll be the helpful voice on the other end, no matter the reason for the phone call.

Identifying Client Needs and Providing Solutions

Listening is key. You’ll need to understand what clients need. Then, you’ll provide the right solutions to each person. This might mean answering questions or directing them to the right person.

Logging and Documenting Interactions

Every call matters. You’ll keep a record of each one in the system. You’ll log all interactions in the CRM system. This makes sure everyone is on the same page and nothing gets missed.

Understanding Client Needs: The Key to Success

Great listening skills are super important. You need to really hear what people are saying. Empathy also helps, putting yourself in their shoes.

Asking the Right Questions

Asking the right questions is a skill. Learn how to get the information you need by asking questions. By effectively gathering information, you can discover solutions that might be more suitable.

Tailoring Communication

Every client is different. You will need to know how to communicate with a variety of people. Learning to adapt makes sure everyone feels heard and understood.

Providing Solutions: From Information to Issue Resolution

You’ll do more than just answer phones. You’ll give solutions, offer information, and resolve issues.

Answering Inquiries

Clients will have questions about what Tsebo offers. You’ll be the expert, providing clear and accurate answers.

Directing Clients

Sometimes, a client needs to talk to a specific department. You’ll know where to direct them for the fastest help.

Troubleshooting Issues

Things don’t always go as planned. You’ll help troubleshoot common issues, and when you can’t fix something yourself, you will escalate the problem.

Required Skills and Qualifications for Tsebo’s Call Center Agent Role

To be a Call Center Agent at Tsebo, you’ll need specific skills and qualifications. These make sure you’re set up for success.

Education and Experience

A high school diploma or its equivalent is necessary. Having previous customer service experience is very important. This makes sure you understand the job and the customers.

Communication Skills

Being able to communicate well is vital. You’ll need to speak and write clearly. Good communication helps you understand clients and helps them understand you.

Mastering Communication: Verbal and Written

Communication involves more than just talking. It’s about how you say things and how you listen. Written communication is also key.

Clarity, Tone, and Active Listening

Your voice and words need to be easy to understand. You also need to listen closely. These skills makes sure clients feel heard and respected.

Grammatically Correct Written Communication

When you write emails or notes, use correct grammar. This makes you look professional and shows you care about detail.

Technical Proficiency: Systems and Software

You’ll use computers and software every day. Knowing how to use them well is a huge plus.

Experience with CRM Systems

CRM systems help keep track of client interactions. Experience with systems, such as Salesforce, is a big advantage.

Proficiency in Microsoft Office Suite

You should know how to use Word, Excel, and other Office programs. These will help you with daily tasks.

Why Choose Tsebo Facilities Solutions?

Tsebo is more than just a job. They offer a great company culture, opportunities to grow, and a good benefits package.

Investing in Employees: Growth and Development

Tsebo cares about its employees. They offer training and chances to move up in the company.

Ongoing Training

You’ll get training on products, services, and customer service. This helps you stay up-to-date and be the best you can be.

Opportunities for Promotion

Tsebo wants you to grow. There are chances to become a team lead or move into other roles.

A Culture of Excellence: Teamwork and Recognition

Tsebo’s culture is all about working together. They also recognize hard work.

Emphasis on Teamwork and Collaboration

You’ll work with others to solve problems. Teamwork makes everything easier and more fun.

Recognition Programs

Tsebo appreciates its employees. They have programs to reward those who do great work.

How to Apply for the Call Center Agent Position at Tsebo

Applying for the job is easy. Follow these steps.

Step-by-Step Guide

Find the job posting online. Read the instructions carefully. Then, submit your application.

Crafting Your Application: Making a Strong Impression

Make your application stand out. Show why you’re the best person for the job.

Tailoring Your Resume and Cover Letter

Change your resume and cover letter to fit the job description. Highlight the skills and experience that are most relevant.

Link to Application

Highlighting Relevant Skills and Experience

Focus on what you’ve done that matches what the job needs. This shows you’re a good fit.

The Interview Process: What to Expect

Be ready for the interview. Practice your answers to common questions.

Types of Questions to Expect

You might get questions about how you handle situations or how you behave in certain situations. Think about examples from your past.

Tips for Answering Questions Effectively

Answer clearly and professionally. Be honest and show your personality.

Conclusion: Your Next Career Move Awaits

Don’t miss this opportunity to join Tsebo Facilities Solutions. Be the voice of a leading company. Grow your career and be part of a great team. Apply today and begin your journey!