Contact Center Agent

28 سبتمبر، 2022

0 3 2 دقائق

الوصف الوظيفي

Contact Centre Agent must work closely with the Contact Centre Supervisor and provide excellent customer service response to calls, urgent work allocations, ensuring accurate and timely data entry to the CAFM system.
Receive and answer calls and log the call details accurately in the CAFM System.
Determine the nature of the calls, including type of repair and response requirement.
Dispatch/ Assign work orders to the appropriate Resource, Service Partner or Contractor.
Provide all the necessary information when requested by the caller and delineate confidential information from non-confidential.
Coordinate with internal departments, site Supervisors, Technicians, or site maintenance teams to obtain accurate information on the work orders/ calls and update the status in the CAFM System as required.
Enter and update maintenance requests, condition appraisals or inspections, work order variations, completed work in CAFM system in a timely and accurate manner.
Undertake audits on completed works as required.
Generate standard and customized reports as required. Assemble and submit relevant data from files and other sources of information for statistical and general reporting.
Ensure compliance to the Facilities & Estate Operations service delivery specifications and cost codes (correct budget coding).
Provide data entry support to ensure that completed work orders/ calls are entered into the database accurately and within SLA timeframes. Update job related costs upon receipt of completed job/ work orders.
Practice excellent listening, understanding, and communication skills to effectively communicate and relate to all callers, at all levels with attention to detail, verbally or through email communication.
Ensure compliance to customer service delivery specifications as per Service Level Agreement (SLA).
Conduct Customer Satisfaction Surveys periodically as instructed by the Contact Centre Supervisor
Perform other task as directed by the Contact Centre Supervisor.
With minimal supervision, must be effective in performing multiple tasks, with successful handling of bulk responsibilities.
Update the contact database of all key person contacts.
Update the contact database of external organizations such as Hospitals, Police, Civil Defense etc.
Liaise with various department and send feedback calls or mails to department; accept work orders and assign it to the correct trade operations; follow up with trade operations & request closing work orders daily and on time.
Demonstrate visible leadership to embed conformance to HSE requirements through regular interactions and communication on HSE requirements.
Comply with QHSE objectives and targets that are monitored and reviewed regularly, including legal and statutory obligations.
Participate in compiling Customer Contact Centre risk assessments and method statements, with safe systems of work that are developed and implemented as a basis for a safe and structured work environment.

المهارات

Diploma in Management Administration or Technical qualification.
Excellent command of oral and written English is required.
Must be a team player with the ability to perform well with co-workers and various stakeholders.
Excellent multi-tasking abilities and attention to detail.
Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, Project, and Outlook.
Minimum 2 – 3 years Contact Centre/ Helpdesk work experience required.
Computer literate with minimum 2-3 years’ experience and knowledge in all Microsoft Office Programs.
Exposure to working in a multicultural environment.