The Call Centre Services Executive will provide exceptional customer service by answering inquiries, resolving issues, and offering product or service information while ensuring the efficient management of facilities and related services. This role combines excellent communication skills with facility management experience, handling customer calls and overseeing operational aspects related to facility maintenance, service quality, and customer satisfaction.
Key Responsibilities:
Customer Service Management:
· Answer inbound calls and respond to customer inquiries, concerns, or complaints related to facility management services.
· Provide information on facility operations, maintenance schedules, service offerings, and processes.
· Handle customer requests with professionalism, ensuring their needs are addressed promptly and effectively.
Facility Management Support:
· Assist customers in scheduling and coordinating maintenance or repair services for the facility.
· Coordinate with the maintenance team or service providers to ensure timely facility upkeep and repairs.
· Monitor and report facility issues, ensuring prompt follow-ups and resolutions.
Call Handling & Documentation:
· Log all customer interactions accurately in the CRM system, specifically noting any facility-related requests or incidents.
· Track and follow up on customer facility-related issues, ensuring timely closure of tasks or service requests.
· Maintain documentation of maintenance schedules, repair records, and service logs related to facility management.
Product Knowledge & Assistance:
· Stay updated on product and service offerings related to facility management (e.g., janitorial services, HVAC systems, security, etc.).
· Educate customers on the facilities and services available to them, offering solutions and recommendations for improving their experience.
Complaint Resolution & Escalation:
· Handle escalated complaints or complex facility-related inquiries, ensuring they are resolved in line with company policies and within acceptable timeframes.
· Escalate unresolved facility issues to higher management or facility teams as necessary.
Performance Metrics & Targets:
· Meet performance targets, including customer satisfaction, first-call resolution, facility service response time, and overall call handling efficiency.
· Participate in regular performance reviews, facility training, and knowledge-sharing sessions.
Outbound Calls (if required):
· Make outbound calls for follow-ups, surveys, or service promotion related to facility management services.
· Ensure that customer and facility data is accurate and up-to-date.
Facility Coordination & Reporting:
· Coordinate with internal facility management teams to report service interruptions, maintenance needs, or new facility requests.
· Provide regular feedback on recurring facility issues or trends that may require long-term solutions.
Team Collaboration:
· Work closely with the facility management, customer service, and maintenance teams to ensure seamless operations and service delivery.
· Collaborate to address facility-related customer concerns quickly and efficiently.
Skills & Abilities:
· Communication: Excellent verbal and written communication skills, with the ability to explain complex facility issues in a simple and understandable manner.
· Problem-solving: Ability to assess and resolve facility-related concerns efficiently.
· Customer Service: Strong customer-centric attitude with a focus on delivering the best possible experience.
· Organizational Skills: Ability to manage multiple service requests and track maintenance schedules.
· Active Listening: Ability to understand customer needs and resolve facility-related issues effectively.
· Technical Skills: Proficiency in CRM systems, office software, and facility management software (if applicable).
Personal Attributes:
l Friendly, approachable, and professional demeanor.
l Strong attention to detail and accuracy in logging requests, schedules, and service records.
l Ability to remain calm under pressure, especially during facility disruptions or urgent situations.
l Resilience and patience when handling difficult customers or facility-related complaints.
Language Proficiency:
Fluent in English
Requirements:
Education & Experience:
· High school diploma or equivalent (required).
· GCE ‘O’/’A’ Levels or equivalent
· ITE Nitec / Higher Nitec in Engineering or Facilities Management will be an added advantage.
· Previous experience in a customer service or call centre role.
· Experience in facility management or facilities support services is highly desirable.
