Call Centre Agent

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

POSITION INFO:
Key Accountabilities / Principal Responsibilities
 
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
Call Centre experience 
Computer literate (MSOffice)
 

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