Job Title
Administrative Executive
Job Description Summary
The Admin Executive is responsible for providing administrative and operational support to the Facilities Management team. The role focuses on managing service requests and work orders through Maintegra and FIMS, administering Ad Hoc Quotations, processing ESS Billing, and coordinating the resolution of customer escalations and feedback. The incumbent plays a key role in ensuring accurate documentation, timely billing, effective communication, and high customer satisfaction.
Job Description
Key Responsibilities
1. Maintegra & FIMS Administration
- Manage daily administrative functions within Maintegra and FIMS systems.
- Create, monitor, update, and close work orders in accordance with service level agreements (SLAs).
- Ensure all preventive maintenance, corrective maintenance, and ad hoc service records are accurately captured.
- Track service requests and follow up with operations teams on outstanding work orders.
- Generate operational reports and system data for management review.
- Maintain the integrity and accuracy of maintenance records and customer information.
2. Ad Hoc Quotation Administration
- Prepare and issue quotations for ad hoc maintenance, repair, and additional works requested by clients.
- Coordinate with site teams, vendors, and subcontractors to obtain scope of works and pricing.
- Ensure quotations are submitted accurately and within required timelines.
- Track quotation approvals and follow up with customers on pending submissions.
- Maintain proper records of quotations, approvals, and supporting documentation.
3. ESS Billing Administration
- Prepare monthly and ad hoc billing submissions through the ESS billing platform.
- Verify completed works, supporting documents, service reports, and approvals before billing.
- Ensure billing is processed accurately and in compliance with contractual requirements.
- Coordinate with Finance, Operations, and clients to resolve billing discrepancies and disputes.
- Monitor billing schedules and ensure timely invoice generation and submission.
- Maintain billing records and support audit requirements when required.
4. Customer Escalation Management
- Serve as the first point of contact for customer complaints, feedback, and escalations.
- Log, monitor, and track escalated issues until closure.
- Liaise with operations teams, site supervisors, and contractors to ensure prompt resolution.
- Provide regular updates to customers and stakeholders on escalation status.
- Prepare escalation reports and identify recurring issues for process improvement.
- Ensure service recovery actions are implemented to maintain customer satisfaction.
5. Operational & Administrative Support
- Maintain proper filing and documentation of contracts, service reports, quotations, invoices, and correspondence.
- Support monthly operational reporting and KPI tracking.
- Coordinate meetings, prepare minutes, and follow up on action items.
- Assist in audits, compliance reviews, and document submissions.
- Support the Operations team in achieving contractual and customer service objectives.
INCO: “Cushman & Wakefield”