Job Description

Job PURPOSE:



To provide a professional and effective service to the customer and to optimize customer satisfaction through

service excellence.



JOB RESPONSIBILITIES:



• Manage the inbound phone calls routed to helpdesk within the agreed SLA's between S+ and Forsa.
• Adhere the standard communication "scripts" when handling the customer requirements.
• Identify customers' needs, clarify information.
• Document all call information according to standard operating procedures on IFM designated Portal.
• Update all the relevant details of the customer into IFM designated Portal.
• Keep records of all conversations in our call center database in a comprehensible way on the IFM designated


Portal.

• Keep the supervisor informed of area activities and significant problems on the IFM designated Portal.
• Strong teamwork ethic and promotion of customer service excellence to both internal and external customers.
• Attend monthly meetings on the achievement reports.
• Comply with all processes and procedures (Human Resources, HSEQ, Finance, Information Technology,


Procurement, Operations) which include compliance with all applicable rules and regulations of the local labor

law.

• Other duties as assigned.



JOB SPECIFIC KNOWLEDGE & SKILLS:



• Accuracy of work with eye for detail in raising tickets on IFM designated Portal.
• Have the ability to listen carefully and effectively communications.
• Can professionally handle complaints.
• Accuracy of work with eye for detail in completing information's on IFM designated Portal.
• Ability to demonstrate a friendly style and work effectively under pressure when needed.
• Demonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality


service to customers.



QUALIFICATIONS AND RELEVANT ROLES/EXPERIENCE:



• A BS degree holder of Business Administration.
• 2 years of experience in facilities management or construction.
• At least 2 years of experience in a customer services/call center environment or similar role.
• At least 2 years of experience as a user of any IFM designated Portal on creation requests.
• Emirati National.