Call Centre Officer
Black Pearl
Our client, a leading facilities management company is currently recruiting for a Call Centre Officer who will support the day to day operations of the service desk and ensure effective utilisation of the Concept Evolution System.
Key Job Responsibilities
Processing Requests
Key Job Responsibilities
Processing Requests
- Respond to requests via phone/email/radio/word of mouth
- Log requests on Concept Evolution ensuring relevant information is captured in real time
- Ensure all service desk documentation is updated
- Organise and prioritise normal workloads which include straightforward activities
- Manage and prioritise own workload
- Identify requests types and update their statuses on Concept Evolution
- Follow up on outstanding requests
- Update customers on progress of requests
- Willing to work during weekends and public holidays
- To comply with the call and email quality monitoring scripts
- Verify through appropriate checks and comparisons that the information received for a request/inquiry is fully understood and accurately captured on Concept Evolution.
- Ensure all information is documented in accordance with the service desk processes.
- To effectively manage customer complaints and capture all relevant details on Concept Evolution
- The incumbent should be able to understand the requests, inquiries and complaints of the customer and accurately log it in the system.
- Given the variety and nature of requests, the incumbent should be able to effectively utilize training to determine priorities and respond adequately.
- Being a time bound service; the incumbent should be able to manage tasks simultaneously and without error.
Candidate Requirements
Qualifications
- Minimum of 2 year’s Facilities Management experience.
- Minimum of 2 year’s Help Desk/Call Centre experience.
- Bachelor’s degree holder
- Familiarity with CMMS/CRM/CMS
- Technical / Concept Evolution Background (would be an advantage)
- MS Office (Word, Excel and Outlook)
- Fluent understanding of the English and Arabic language (oral & written)
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