Call Centre Agent

About Us

Tsebo Facilities Solutions is looking for a Call Centre Agent to monitor the Building Management System (BMS), receive and log service-related calls accurately and professionally, allocate calls to the appropriate service providers, and ensure that all calls are tracked, followed up, and closed within agreed service levels. The role is responsible for maintaining continuous communication with callers and delivering a high standard of customer service while supporting efficient facilities management operations.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell

Call Logging and Management

• Capture and log all incoming calls accurately on the BMS system.
• Record caller details, building location, fault information, and relevant comments.
• Categorise, prioritise, and assign calls to the appropriate service provider or department.
• Ensure calls are updated and closed correctly upon completion.

BMS Monitoring

• Monitor the Building Management System for alarms and operational alerts.
• Investigate alarm indications and initiate escalation or corrective action where required.
• Monitor critical equipment and processes to ensure operation within prescribed parameters.

Customer Service and Follow-Up

• Respond to callers within the defined response times.
• Provide regular updates regarding the status and progress of logged calls.
• Obtain customer feedback and satisfaction confirmation when jobs are completed.
• Maintain professional, courteous, and customer-focused interactions at all times.

Service Provider Coordination

• Follow up on call progress with internal and external service providers.
• Escalate overdue or unaddressed calls according to established procedures.
• Report recurring delays or poor service delivery to management.

Reporting and Communication

• Generate operational reports as requested by management.
• Provide daily feedback and observations to the Building Manager regarding service issues, trends, and performance concerns.

Compliance and SHEQ

• Adhere to Tsebo's Safety, Health, Environmental and Quality (SHEQ) Management System requirements.
• Follow all ISO 9001, ISO 14001 and ISO 45001 standards applicable to the role.
• Comply with company policies, procedures, and legislative requirements.

Ad Hoc Duties

• Perform any other reasonable duties aligned to the role and business requirements as requested by management.

Qualifications

• Grade 12 / Matric.
• Recognised Call Centre qualification.
• Secretarial or Office Administration Certificate/Diploma (advantageous).

Experience

• 1-2 years' experience in a call centre or similar customer service environment.
• Experience using Building Management Systems (BMS).
• Customer service experience.
• Computer literacy in:
  • MS Word
  • MS Excel
  • MS PowerPoint
  • MS Access

• Working knowledge of building layouts, facilities infrastructure, and client operations.
• Understanding of electrical fixtures, fittings, repairs, and maintenance activities.
• Familiarity with BMS monitoring systems and call logging processes.
• Ability to interpret and follow oral and written instructions.
• Good planning, organising, and prioritisation skills.
• Strong telephone etiquette.
• Strong verbal and written communication skills.
• Customer service orientation and hospitality mindset.
• Accurate data capture and reporting skills.