CALL CENTER AGENT REQUIRED IN DUBAI - Dubai
CALL CENTER AGENT REQUIRED IN DUBAI
Position: Position: Call Center Agent / CAFM Coordinator – Computer Aided Facilities Management (CAFM) – Operations Support Services
Job Description:
• Take incoming calls and customer service inquiries
• Identify and assess customers’ needs to achieve satisfaction
• Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Record customer complaint via CAFM System
• Follow communication procedures, guidelines and policies
• Handling all customers calls, emails, social media and webchat by taking ownership and responsibility
• Provide callers update or progress on the existing requests
• Work closely with operations and internal support functions to drive growth and continuous improvement
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Assist the Facilities Manager to monitor service standards and functionality of the CAFM system throughout the event
• Carry out daily auditing and checks of the CAFM system to ensure all issues are captured and actioned within the agreed timeframes, Service Levels (SLA’s) & Key Performance Indicators (KPI’s)
• Assist the site management team with the selection and mobilization of all third party service providers
• Attend regular management meetings with service providers and note follow up actions as required. Coordinate follow up on action items.
• Review and make recommendations to maintain building integrity, maintaining accurate records as required
• Liaise with building contractors to follow through on approved work and ensure work is closed out as per CAFM service standards
• Operate and maintain an effective filing system for the department
• Manage and maintain the ‘control of contractor’ register, to include liaising with the technical and production team along with external provider
• Ensure building plans are kept up to date
• Recommend to the Facilities Manager improvements that could be made to the CAFM system and administration of services
Knowledge, Qualifications & Skills required
• High school/Diploma/ or Bachelor’s Degree Holder in any field
• Minimum 3 years of proven experience in customer serving/operational support experience.
• Computer literate i.e. MS Office application.
• Knowledge in using Call Centre Systems/Telephony Systems and CAFM System.
• Excellent interpersonal communication skills.
• High level of professionalism.
• Customer service-oriented and a solution provider.
• Flexible attitude and being able to adapt to rapid change.
• Sufficient experience of overseeing an effective CAFM system for facilities or maintenance service in a busy organization
• Ability to work closely and cooperatively with internal and external stakeholders.
• Organizational, time-management, computer and administrative skills
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https://dubai.dubizzle.com/jobs/customer-service/2020/2/15/call-center-agent-cafm-coordinator-compute-2/?back=L2pvYnMvY3VzdG9tZXItc2VydmljZS8=&pos=2
