Customer Service Officer (Facility Management)

Job Title

Job Description Summary

Job Description

About the Role

• 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.

• Manage CMMS user accounts and resolve issues as needed.

About You

• Minimum GCE N/O/ levels.

• Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook.

• Trained in Microsoft Data Visualization Tool - Power BI.

• Ability to work rotating shifts and overtime during weekends and public holiday.