Looking for candidate with minimum of 2-3 years for Service Desk Officer experience, bilingual (Fluent in English & Arabic) who will support the day to day operations of the service desk and ensure effective utilization of the FM Easy system. This is a varied shift based ‘front line’ position which requires flexibility and a commitment to customer service.
Key Job Responsibilities:
• Processing Requests
o Receive requests via phone/email/radio//word of mouth
o Respond to customer’s inquiries in a courteous and polite manner
o Log requests on FM Easy ensuring relevant information is captured in real time
o Identify request types and priorities
o Update all request status received from internal and external departments on FM Easy
o Follow up on outstanding requests during non-core hours
• Quality
o Verify through appropriate checks and comparisons that the information received for a request/inquiry is fully understood and accurately captured on FM Easy.
o Ensure all information is documented in accordance with the service desk processes.
• Customer Feedback
o To effectively manage customer complaints and capture all relevant details on FM Easy
o To gather feedback from customers as part of a customer satisfaction survey
• Administration
o General filing duties including the requirement for the filing system are neat and tidy to aid speedy retrieval of any information
o FM Easy master file data entry as required
o Produce adhoc reports from FM Easy as required
o To proactively identify and highlight process improvements.
Required:
Knowledge of MS Office (Word Excel & Outlook)
Familiarity with CMMS/CRM/CMS
Knowledge of the Help Desk/Call Centre processes
Knowledge of the Facilities Management Industry
The salary offered is Basic of AED 7000 to AED 7500 (all inclusive) depending on your experience and salary.
Interested Candidates may send the CV to careerdxb11@gmail.com
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