Job Title
Customer Service Officer (Facility Management)
Job Description Summary
To provide FM Helpdesk service support at The Kallang/KTH/KFH in accordance with FM contract obligation.
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.
INCO: “Cushman & Wakefield”
