Customer Service Officer (Facility Management)

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/Whats App) 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”