Call Centre Agent Jobs – Maintenance Helpdesk Role at Tsebo Facilities Solutions (Northwest)

End Date: 2025/07/11
Job Title: Call Centre Agent Jobs (Maintenance)
Division/Business Unit: Tsebo Facilities Solutions
Job Type: Permanent
Location: Northwest

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What We Do

A Call Centre Agent is needed at Tsebo Facilities Solution to provide a professional Helpdesk service by offering value-added customer service to Facilities users, focusing on their needs to ensure satisfaction. The role ensures service delivery meets the PPP Agreement’s output requirements.

Standby Support for Financial Admin & Additional Tasks: Call Centre Agent Jobs

• Provide Financial Administration Services to the TFS site office.
• Ensure compliance with accounting policies and procedures as per TFS and client requirements.
• Accurately and timeously collate supplier documentation, maintaining effective control over suppliers.
• Record pass-through costs invoices and produce a monthly summary of all pass-through costs.

Responsibilities and Duties | Call Centre Agent Jobs

Logging Calls

• Track incoming customer calls in line with the Helpdesk Procedure.
• Ensure calls are answered within 3 rings.
• Accurately record calls on the Helpdesk System.
• Ensure all relevant details and comments are logged on the Helpdesk System / Work Order.
• Assist clients with confirming venue and parking bookings on the Helpdesk System.

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Response to the Caller & Follow-Up

• Provide feedback to clients on job progress.
• Inform relevant departments about call progress.
• Ensure calls are attended to within prescribed rectification periods.
• Escalate calls that have reached 2/3 of their store time allocation.
• Maintain friendly and courteous communication with all callers.
• Handle difficult callers with respect and diplomacy, escalating to the Business Support Manager when necessary.

Reports and Information Management – Call Centre Agent Jobs

• Generate reports as per contractual/client requirements.
• Maintain a high level of customer service.
• Ensure all Helpdesk-related documentation is properly recorded.

Safety Awareness

• Ensure all jobs are carried out safely and competently.
• Report safety issues to the Facilities Manager immediately to prevent incidents.

Site Compliance

• Adhere to TFS’s Safety, Health, Environmental, and Quality (SHEQ) Management System Policies & Procedures.
• Ensure compliance with Schedule 3 Part 2 – Service Specifications of the PPP Agreement.

Supplier Administration

• Liaise with existing and new suppliers for required information.
• Maintain updated credit applications and supplier information sheets.
• Complete all new supplier applications.
• Keep copies of all documents before sending them to the head office.
• Organize correspondence and invoices systematically for easy retrieval.
• Respond to supplier payment queries.
• Submit remittance advice to suppliers and assist with payment-related queries.
• Be familiar with SLAs in place with suppliers and contractors.

Site Compliance (Financial)

• Adhere to TFS’s SHEQ Policies & Procedures as applicable.
• Ensure compliance with TFS financial policies, controls, and expenditure authorization levels.

Competencies and Capabilities

• Exemplary telephone manners.
• Excellent English language proficiency (Bilingual preferred).
• Thorough understanding of TFS procedures and Helpdesk Procedures.
• Basic knowledge of the client and building operations.
• Good understanding of the PPP model and PPP Agreement.
• Knowledge of SARS Tax and VAT Acts and applicable legislation.

Qualifications : Call Centre Agent Jobs

• Grade 12 (Matric).
• Tertiary education in Call Centre or Customer Service is an advantage.
• 2-3 years of experience in a call/client center environment.
• Computer Literacy (MS Word, Excel, PowerPoint).
• Working knowledge of Infor EAM system.
• Familiarity with site schedules and agreements.

This role ensures efficient call handling, financial administration, and supplier coordination while maintaining compliance, safety, and customer satisfaction in line with TFS and PPP Agreement standards.