The CSO- Call Center is accountable to ascertain extent of tasks that he/she is handling; however, he/she is ultimately answerable to the Call Center Supervisor.
Accountable to ensure all telephone calls are answered in a timely manner.
Ensures that all inquiries and issues are dealt with promptly.
Ensures that all issues are dispatched or escalated to the relevant individuals or departments.
Follow-up of customer calls & update status
Ensures ticket creation is done on-line and relevant information is captured and advised.
Provides timely required Management reports required to ensure swift decision making
Ensures that all security related issues are dispatched or escalated to the relevant individuals or departments
Assists residents on court bookings schedule (Temba arena, Tennis and Basketball court) and ensures timely booking were sent to security department for their monitoring
Assist all SP in coordination with relevant departments
Ensures that all inquiries regarding Community rules and regulations are dealt with promptly
Ensures that all inquiries and maintenance within building common areas are being dispatched to building Service Provider (SP)
Ensures thar all waste collections are coordinated with the SP
Ensure that all animal related concerns are well coordinated with Animal Welfare Team
Assist residents on their Pest Control Services by coordinating with SP
Assist residents on meter reading request to relevant individuals or departments
Ensures that all Fire Alarm issues are disseminated to concern SP and departments
Ensures that all health and environmental issues are coordinated to concern SP and departments
Provide technical phone support and assistance to IPTV department during out of office request
Providing relevant information to visitors regarding retail shop and restaurant timings and contact numbers.
Prepares reports as:
a.??????Ittisal Ageing Reportb.??????Call Status Sheetc.??????Daily Tracking Sheet Reportd.??????Court Booking Sheete.??????Temba Arena Reservation Sheetf.???????Call Management and evaluation Reportg.??????Supervision and management of agenth.??????Compliant management tracking????????General Responsibilities in Quality, Environmental & Occupational Health & Safety Management Systems
Aware of the QHSE Management System.
Understand the importance of conformance to the QHSE Policy and procedures and to the requirements of QHSE management system.
Aware of the Customer Requirements (where relevant).
Aware of the Significant Environmental Aspects and Occupational Hazards/risk in this area of operation.
Aware of potential or actual Consequences of his/her work activities and deviation from specified Operating Procedures.
Aware of current Objectives and Targets in this area and what is the current status.
Aware of mergency Preparedness & Response.
Aware of Security Requirements, sexual exploitation and abuse or gender-based violence.
