Coordinate customer service activities at sites to provide consistent support and service, input information into and maintain the computerized maintenance management system database.

• Process all facility work request that come through the call centre. Answer service requests and track, monitor and report on the status of all maintenance, repair work generated. Initiate documents to authorize or obtain formal approval of work requirement.
• Maintain service call function for receipt and control of emergency, urgent and routine maintenance work generated by telephone. Input and maintain data in the computerized maintenance management system.
• Monitor and track EV status and do immediate reporting via WO log to resolve the issue
• Update and input daily report/update from vendors
• Contact suppliers for updates on work progress and advise customer of estimated resolution time.
• Collection, collation and maintenance of work document files and other data for the development of reports to evaluate responsiveness, cost effectiveness and efficiency of resources use.
• Administer the collection and collation of data for the reporting of historical and statistical performance.
• Coordinating work requests with contractors and subcontractors.
• Maintaining all reports, matrixes and processes related to the call centre.
• Sampling a percentage of requests to gather customer satisfaction data and identify opportunities for improvement.
• Identify system improvements and detailing them to the IT Manager.
• Comply with all company policies and procedures and maintain company standards.
• Any other duties assigned by the ROM/PSC Lead.

Job Requirements

• Diploma / ’A’ Levels English
• Two years' customer service experience in a facilities maintenance environment.
• Good command in English - both verbal and written
• Ability to speak Mandarin, Cantonese, Malay, Thai will be an added advantage.
• Microsoft Word, Excel, PowerPoint, Lotus Notes and some experience with CMMS.
• Good organizational and interpersonal skills
• Able to work night shift