Job Description

Position Summary

The Call Centre Coordinator supports day-to-day operations of the FM call centre by coordinating service requests, monitoring job progress in the CAFM system, communicating with technicians and subcontractors, and ensuring SLA compliance. The role serves as the central communication point between clients, FM teams, and management to ensure timely and high-quality service delivery.

Key Responsibilities1. Service Request Management

Receive, log, and categorize incoming calls, emails, and service requests related to maintenance, cleaning, security, MEP, landscaping, and other FM services. Ensure accurate information capture including location, issue description, priority level, and client details.

2. SLA Monitoring & Coordination

Track job progress and ensure timely closure within contractual SLAs. Follow up with technicians, supervisors, and subcontractors to ensure service completion. Escalate critical issues, delays, or repeated service failures to management.

3. Operational Support

Coordinate site teams for urgent issues, breakdowns, and emergency callouts. Support allocation of resources during peak load or high-priority tasks. Update daily shift handover reports for smooth team transitions.

4. Customer Communication

Provide updates to clients regarding job status, technician arrival, and closure details. Handle customer queries, complaints, and escalation requests professionally. Ensure customer satisfaction by maintaining a positive and service-oriented approach.

5. Reporting & Documentation

Generate daily, weekly, and monthly reports on call volumes, work order status, SLA compliance, and customer feedback. Ensure all service request logs and documentation are accurate and up to date. Maintain records for audits, KPIs, and contract performance reviews.

6. Quality & Compliance

Ensure adherence to company policies, QHSE standards, and client contractual requirements. Support quality checks and contribute to continuous process improvement. Follow confidentiality and data protection regulations (UAE-specific requirements).

Qualifications & Experience Education

Diploma or Bachelor's Degree in Business Administration, Facility Management, or a related field (preferred).

Experience

1-3 years of experience in a call centre or customer service role in the

facility management, real estate, or maintenance services industry

within the UAE.

Skills

Strong English communication skills (Arabic is an advantage). Proficiency Microsoft Office (Excel, Outlook). Ability to manage multiple requests in a fast-paced environment. Strong organizational, coordination, and time-management abilities. Familiarity with FM terminologies (MEP, soft services, PPM, reactive calls, helpdesk process).

Personal Attributes

Customer-focused attitude. Calm under pressure. Detail-oriented and accurate. Team player with a proactive approach
Job Types: Full-time, Permanent