Job Purpose:
Answer incoming calls from customers and logging the customer’s request, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. Function as an intermediary between the client, the Operations team and the end user in order to coordinate the satisfactory fulfillment of the customer (viz. end user) request by the company providing a first level response.

Call Handling
•Response to all calls professionally and in a timely manner
route calls to appropriate resource
•Respond to customer inquiries and provide accurately
response
•Research required information using available resources
•Provide customers with product and service information
•Identify and escalate priority issues
•Clearing the missed call alerts

Work Requests
•Classify and prioritize the work requests (as emergency,
urgent and routine) for various end-user services
received
from the EAM administrator to activate the Operations
team viz. MEP, Soft Services etc. into taking prompt
action
•Despatch all scheduled and emergency Work requests to
the Operations team for action
•Upload the WR into CAFM
•Call customers to schedule appointments for work
requests
received
•Update all relevant information on WR into both EAM &

CAFM
Customer Complaints
•Handle and resolve customer complaints on calls
•Record all customer complaints under CAP and escalate
to the relevant department for an effective resolution.
•Calls customer to gather feedback on closed WR’s.
•Update all the feedback gathered under FBMS in CAFM
•Close the FBMS records