Call Centre Operator

• 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, lead and motivate the malfunctions immediately to service owners and superiors.
• The position has frequent contact with end-users, third party service providers, peers and superior.

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, to work as a team and ensure all complaints are followed up in 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 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 Facilities Management team to develop and enhance the quality of service and reporting processes.
• Assign maintenance requests from the using system and working with various internal and external stakeholders.
• Work closely with Leasing and Finance team to provide the quality service to tenants/customers and develop and enhance the quality of service and reporting processes.
• Follow up with 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 report and administrative support, as required by operations and management.
• Assist Facility Management Team, Finance Team and Leasing team to manage the all-customer related request and maintain the 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.