Roles and responsibilities:
- Provide Call logging services in accordance with the service guidelines.
- Residential Property experience is mandatory.
- Help Desk experience and Handling escalations is mandatory.
- Receive and log complaints - Record complete details of the service requests / complaints from employees of (Client). Assign Unique Identity numbers for all service requests / complaints
- Work order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers
- Assign and Dispatch - Assign specific service provider based on the nature of request / complain.
- Follow- up on completion - Close service requests by regularly following up with respective service assignee and record response times
- Occupier feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure
- Reporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls and assist Building Engineers in job card analysis
- Ensure compliance of regulations / requirements of BRIGHTSTONE management
- Provide assistance in general administrative activities as required
- Contribute to the Monthly Management Report to (Client)
- Participate in Emergency Evacuation procedures including crisis management and business continuity.
- Manage all Health and Safety issues and actively participate in Health and Safety reviews
- Assist with the re-sourcing of other aspects of Brightstone's operation as required
- Perform other duties as required by Brightstone and (Client)
- Work closely with Administration in relation to the payment of invoices
- Work closely with Engineering and Properties in relation to the completion of work orders/ contractor management and agreed operational procedures
