Customer Service Officer

Job Title

Job Description Summary

Job Description

ACCOUNTABILITIES

The Post Holderâ™s accountabilities are as follows: 
⢠Provide Helpdesk service to customers via email and phone calls. 
⢠Provide practical advice and solutions to customers' concerns and manage their expectations professionally. 
⢠Obtain feedback from the customers and accurately input the request into the Computerized Maintenance Management System (CMMS). 
⢠Assign and despatch Service Orders to the duty technicians/cleaners for immediate response and attendance. 
⢠Resolve any pending disputes or complaints with customers, as well as any ambiguous responsibility issues. 
⢠Follow the work progress with the FM team and provide periodic updates to customers until the work is completed. 
⢠Monitor and administer the CMMS to ensure that all Service Orders are completed on time, with proper documentation and justifications. 
⢠Perform real-time (SMS/WhatsApp) escalation to management for outstanding reactive cases that require immediate attention. 
⢠Notify the FM team as soon as you notice any system abnormalities or service failures. 
⢠Report reactive cases to Management daily via Power BI dashboard. 
⢠Implement contingency plans to prevent Helpdesk service interruptions at all times. 
⢠Collaborate with HQ Contact Centre agents to provide remote support for Helpdesk services. 
⢠Submit monthly Helpdesk Management reports to clients within five (5) business days. 
⢠Manage CMMS user accounts and resolve issues as needed. 
 
BACKGROUND AND EXPERIENCE 

⢠Demonstrated experience in customer service, preferably with a Facilities Management background. 
⢠Capable of multitasking in a fast-paced environment. 
⢠Ability to work independently with minimal supervision. 

QUALIFICATIONS & TECHNICAL SKILLS

⢠Minimum GCE N/O/ levels. 
⢠Possess good phone etiquette and a passion for providing exceptional customer service. 
⢠Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook. 
⢠Trained in Microsoft Data Visualization Tool - Power BI. 
⢠Good analytical and interpersonal skills. 
⢠Ability to work rotating shifts as needed. 
⢠CMMS training will be provided. 

PERSONAL CHARACTERISTICS

⢠Excellent customer relationship management. 
⢠Strong listening and communication skills. 
⢠Positive, open-minded, outspoken and energetic personality. 
⢠Decision-making ability. 
⢠Proactive work attitude