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”
