KEY TASK AND RESPONSIBILITIES:
Role responsibilities are varied; they include but are not limited to the following-
- Provide Call logging services in accordance with the service guidelines.
- 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.
- Use the automation tool to 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 client regulations
- Support Facilities Management activities as required
- Contribute to the Monthly Management Report by providing timely and accurate data
- Support in managing all Health and Safety related requirements.
- Perform other duties as required by Client
- Work closely with Invoicing SPOC in relation to providing supporting documents and information for invoicing
- Work closely with Soft Services, Engineering and Property Management teams in relation to the completion of work orders/ contractor management and agreed operational procedures
Education and Experience Any Bachelor's degree. between Three- and Five -years experience in Facility (OR) Property Management. Experience in Helpdesk Operations and use of ticketing tool will be an added advantage.
Must have's
- A customer-service orientation at the core
- Good written and oral communication skills.
- Being always professional and with a positive attitude.
