Call Centre Agent

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)