Job Position: Call Centre Officer
Job Description: Al Ain, Abu Dhabi – 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 Respond to requests via phone/email/radio/word of mouthLog requests on Concept Evolution ensuring relevant information is captured in real timeEnsure all service desk documentation is updatedOrganise and prioritise normal workloads which include straightforward activitiesManage and prioritise own workloadIdentify requests types and update their statuses on Concept EvolutionFollow up on outstanding requestsUpdate customers on progress of requestsWilling to work during weekends and public holidays Quality To comply with the call and email quality monitoring scriptsVerify 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 Others 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. Qualifications Minimum of 2 year’s Facilities Management experience.Minimum of 2 year’s Help Desk/Call Centre experience.Bachelor’s degree holderFamiliarity with CMMS/CRM/CMSTechnical / Concept Evolution Background (would be an advantage)MS Office (Word, Excel and Outlook)Fluent understanding of the English and Arabic language (oral & written) To know more about our current vacancies, please visit ou…see more details
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