Call Centre Operator

Job Responsibilities

• Oversees timely delivery of quality support to all facilities clients, both internal and external. Responsible for information being recorded correctly, support being provided in time, and in line with service level agreements with clients. Coordination with facility Management team, Leasing Team, and other domains.
• Maintains database by entering and verifying information, updating maintenance library log. Monitors and improves quality results by recommending changes, leading and motivating the malfunctions immediately to service owners and superiors.
• The position has frequent contact with end-users, third-party service providers, peers, and superiors.

Job Accountabilities

• Provide a friendly and professional point of contact for customers for any queries or concerns.
• Handle incoming calls and manage outgoing calls as required. Identify opportunities to improve the service, work as a team, and ensure all complaints are followed up in a professional manner.
• Liaise with wider team members to ensure the best resolution, consistent with the contract.
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and ensure that required information is returned in a timely manner. Respond to queries, amend data, and re-issue tasks as required. Work closely with third-party service providers to ensure back-to-back delivery of service in line with SLA and KPI’s.
• Work closely with the Facilities Management team to develop and enhance the quality of service and reporting processes.
• Assign maintenance requests from the using system and work with various internal and external stakeholders.
• Work closely with the Leasing and Finance team to provide quality service to tenants/customers and develop and enhance the quality of service and reporting processes.
• Follow up with the operations team until requests are completed.
• Keep clients informed about the status of requests, including any escalation required to avoid SLA KPI failure.
• Preparation of operational reports and administrative support, as required by operations and management.
• Assist the Facility Management Team, Finance Team, and Leasing team to manage all customer-related requests and maintain records for all such requests.
• Proactively liaise with Technical Staff, Supervisors, Managers, and Building Users (as appropriate) to ensure accurate, relevant, and timely communication is maintained at all times.