Job Purpose
To be responsible for the effective and efficient management of all operational aspects in the Facilities Response Centre, inclusive of and not limited to work request flow, urgent queries, support and advise to internal and external stakeholders along with the helpdesk service provider.
Main Duties Involve:
- To provide support, coaching and advice to queries generated from the external Helpdesk service provider.
- Entering of telephone related work requests into the Foldens works order system when required
- To provide support & advice to PM / FM team members, tenants and contractors, relating to the operational aspects of the Foldens when required.
- To respond to all Foldens queries promptly, in a business-like and pleasant manner.
- To ensure that the Foldens Database is up to date at all times for any changes in property profiles nationally.
- To ensure that all urgent calls escalated to the Foldens are dealt with in a prompt and efficient manner.
In this position you may be required to perform other duties which are reasonably expected in the scope of the role.
Experience/Knowledge/Qualifications required
Mandatory:
- Excellent telephone manner
- Excellent communication skills both written and oral
- Good keyboard / data entry skills
- Team player
- Flexible, open to new ideas and change
- High customer service focus including difficult client behavior management
- Ability to work autonomously
- Previous experience in a customer service role
Preferable
- Previous experience working in a Help-desk environment
- Property/Facilities Management exposure
- Knowledge of Building operations
- Microsoft Office and Web based functionalities (intermediate)
Job Type: Part-time
Pay: From $21.40 per hour
