Job Description

Job Category: Others
:
We are currently recruiting for an Operator-FM Central Administration (HQ) to join our Facility Management team in team in our Headquarters, located in DAFZA, Dubai Airport Freezone.
Scope: Responsible to portray Transguard Group in a positive style by dealing with all customer contacts with the highest levels of customer service, efficiency, professionalism, and confidentiality. To ensure that all information is recorded correctly and that all queries are dealt with in a timely and competent manner. Capable to handle the salesforce and Concept evolution. Responsible for delivering a professional and efficient communication service as the first point of contact for both internal and external clients. They are also responsible to coordinate with the onsite teams & Departments within the Business unit for arranging planned preventive maintenance schedules, One-off Service, Site Inspection, etc.
Financial

• Carry out monitoring of data to ensure that help desk work orders have been accurately created, assigned, prioritized and categorized in line with contractual key performance indicators and service level agreements
• Upsell and cross sell services
• Upfront payment collection

Customer

• To handle all calls and email queries to the best of their capabilities
• Allocating work orders to available technicians based on their shift and skill sets
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner
• Function as an intermediary between the client and the Operations team
• Provide accurate information to clients and third parties when required
• Updating customers with Job Completion Status and effectively communicate to convince in case of delay/ cancellation of schedule
• Updating technicians in case there is any changes from the client and manage effective communication and rescheduling of services

Process

• Respond to queries, amend data and re-issue tasks as required
• Tracking job progress against pre-determined KPIs & SLA (maximum allowable response time for rectification) and implementing escalation procedures as required
• Log calls / jobs on the helpdesk database like Salesforce and Computer aided facility management software (CAFM -Reflexion)
• Ensuring timely raising of invoices in coordination with central Admin and Finance Teams
• Planning the Shift schedule and roster for the next day's appointments (Reactive, Quoted &Planned preventive maintenance (PPM)) in coordination with the Senior Technical Supervisor
• Assigning the appointments to the technicians according to their skill sets and availability
• Calculating and determine the job hours, breaktime and travel duration to support shift scheduling
• Obtaining necessary No objection certificates, permits, and gate Passes as and when required for staff deployment

Innovation

• Engage in feedback calls & Emails to improve the Helpdesk & FM Service Quality

Selection Criteria

• MS Office
• Previous Salesforce and Computer aided facility management software (CAFM) experience)
• Excellent verbal & written communications skills & interpersonal skills
• Have a sound business and technical knowledge of HVAC/MEP and Cleaning service industry
• Excellent communication and negotiation abilities
• 1+ Years of Customer Service Experience

About Us: Offering flexible solutions for all the UAE's staffing needs since 2001, Transguard Group is the region's most trusted expert in facilities management, security, cash services, white-collar staffing and more. As the region's leading service provider, our expertise is in supplying our clients with the right people and best solutions precisely when and where they're needed.