Customer Service Officer

**Job Title** Customer Service Officer (Facility Management) **Job Description Summary** To provide FM Helpdesk service support at The Kallang/KTH/KFH in accordance with FM contract obligation. **Job Description** **About the Role** * Provide Helpdesk service to customers via email and phone calls. * Provide practical advice and solutions to customers' concerns and manage their expectations professionally. * Obtain feedback from the customers and accurately input the request into the Computerized Maintenance Management System (CMMS). * Assign and despatch Service Orders to the duty technicians/cleaners for immediate response and attendance. * Resolve any pending disputes or complaints with customers, as well as any ambiguous responsibility issues. * Follow the work progress with the FM team and provide periodic updates to customers until the work is completed. * Monitor and administer the CMMS to ensure that all Service Orders are completed on time, with proper documentation and justifications. * Perform real-time (SMS/WhatsApp) escalation to management for outstanding reactive cases that require immediate attention. * Notify the FM team as soon as you notice any system abnormalities or service failures. * Report reactive cases to Management daily via Power BI dashboard. * Implement contingency plans to prevent Helpdesk service interruptions at all times. * Collaborate with HQ Contact Centre agents to provide remote support for Helpdesk services. * Manage CMMS user accounts and resolve issues as needed. **About You** * Minimum GCE N/O/ levels. * Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook. * Trained in Microsoft Data Visualization Tool - Power BI. * Ability to work rotating shifts and overtime during weekends and public holiday. INCO: “Cushman & Wakefield”