Job Description

• Telephone Handling & Help Desk (CAFM)
  • Answer inbound calls and log them on CAFM.
  • Make outbound calls to process customer complaints.
  • Maintain helpdesk-related documents.
  • Ensure smooth coordination between help desk and operations.
  • Maintain knowledge of helpdesk policies and procedures.
  • Achieve key performance indicators (KPIs) and support team members.
  • Proactively monitor and address outstanding maintenance calls.
  • Gather feedback from departments and update customers.
  • Coordinate with helpdesk operators.
  • Ensure timely completion of work as per service level agreement.
  • Update and maintain CAFM data.
  • Issue maintenance plans monthly and ensure compliance.
  • Complete task-related data loading on CAFM.
  • Manage helpdesk requests via email, chat, and WhatsApp.
  • Maintain efficient filing systems.
• Ensure compliance with company policies and procedures.
• Participate in special projects and support organizational functioning.
• Undertake additional duties as required for smooth departmental operation.
• Adhere to company policies and procedures.
• Promote and implement equal opportunities policies.
• Comply with safeguarding commitments.
• Manage risk and ensure compliance with health and safety policies.

Qualifications

• Minimum 2 years of relevant experience in customer service & call centre, preferably in Facility Management industry.
• Graduate in Higher Secondary School; Bachelor’s degree in any stream is a plus.
• Sound knowledge in MS – Office, telephone etiquette, customer services certifications.
• Excellent communication skills in English & Arabic read & write Basic report writing skills.
• Team player.
• Customer Relationship Management
• The ability to listen to others understand and interpret their views analysis and provided advice/solutions.
• Excellent oral and written communication skills with the ability to communicate effectively with both technical and non–technical staff.
• Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organization.
• Must be able to set and negotiate priorities with the customer & contractors for themselves, and subsequently programs workload to achieve results and meet deadlines.
• Able to concentrate and focus on a range of issues.
• Capable of working in a demand driven service.
• Process and Procedure writing skills.