Otis Line Operator Trainee

Date Posted: 2024-12-04

Country: Saudi Arabia

Location: Otis Elevator Company Saudi Arabia Ltd, 11th Floor, Tower B, Zahran Business Center, Prince Sultan Street, Salamah District, Jeddah, Saudi Arabia

The role holder is responsible for operating the Otis call centre in support of the service teams with executing all operations including breakdown response, customer service, communication, and record keeping. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

Core Responsibilities:

1. Attends phone calls (both call backs and main reception) received by the call centre and captures client concerns as per the defined process.
2. Collects necessary information regarding call back, registers call back in MIS, dispatch technician, and collects action report and complete call back report in MIS.
3. Coordinates with service examiners and supervisors to ensure that every callback is attended within the contractually agreed time limits.
4. Follows relevant procedures regarding status of contract, expiry date, pending payment etc., and informs Service Sales Engineers accordingly.
5. Generates daily call back reports, route-wise reports, shutdown list, or any other reports that are requested.
6. Updates service route charts in MIS at the beginning of each month and distributes route charts approved by the Manager – Service Field, to all service supervisors.
7. Inputs service time ticket data in MIS and submits monthly time ticket report.
8. Prepares local material requests (LSR) for service and installation department as instructed by the respective supervisor.
9. Performs filing/archiving of call back, repair, and maintenance SVR (Service Visit Report) and yearly service schedule cards (pink cards) on route basis.

Minimum Qualifications:

1. Associate degree in Arts/Science or equivalent.
2. Minimum of 1 year of relevant experience in call center operations in a construction/engineering organization.
3. Fluent written and spoken English & Arabic essential.
4. Saudi nationals preferred.

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