TPC Operator

Job description / Role

• Ensure all customer issues are captured in the source systems (CRMS)
• Update the source systems namely Enterprise Asset Management System (EAMS)/ Customer Relationship Management System (CRMS) as required
• Ensure all work assigned is completed within the agreed KPI/SLA
• Understand customer issues and requirements and process all Service Requests in a timely manner, ensuring KPI/SLA are met
• Escalate any potential workflow issues to the Customer Service Team Leader in a timely manner
• Maintain awareness of recurring problems on the Roads network and geographical boundaries to pick appropriate field resource to allocate work too
• Escalate customer issues where appropriate to ensure the best solutions for both the customer and the client
• Identify blockers or issues which prevent smooth processing of customer requests and suggest ideas for resolution
• Liaise with stakeholders throughout the client where appropriate, using various channels of communication, to ensure customer needs are met
• Act as an ambassador for the client and deal with customers in a professional and courteous manner always
• Cover for and/or assist other colleagues where required and according to business need
• Adhere to Health and Safety policies and procedures in work and other corporate procedures and comply to any new work instructions
• Perform other duties/ tasks as required
• Act as an ambassador for the client and deal with customers in a professional and courteous manner at all times
• Adhere to Health and Safety policies and procedures in work and other corporate procedures and comply to any new work instructions
• Assist other colleagues where required and according to business needs

Requirements

• Degree in relevant subject or above
• Education qualification obtained from North America, West Europe, Australia
• Physically fit to enter and work in confined spaces and the ability to undertake competency assessment to level required (essential)
• Current/valid Qatar Driving License would be an advantage
• Minimum of 5 years’ work experience in a similar position
• In depth knowledge of Customer Services and complaints registration.
• Knowledge of Maximo EAMS or equivalent system with regard to operation, system administration and training
• Knowledge of CRMS or equivalent system with regard to operation, system administration and training
• Knowledge of Microsoft Office Packages and in particular Microsoft Excel 2010
• Ability to communicate verbally and in writing in English is essential
• Ability to communicate verbally and in writing in Arabic is preferred

About the Company

Qatar Project Management (QPM) is an independent subsidiary of Barwa Real Estate Development Company that provides expertise in Project Management, Design Management, Construction Management, and Contract Administration together with other associated Project Management functions. Established in 2008, QPM is centralized platform for provision of Project Management services to Barwa and Qatari Diar as well as local and international markets. QPM provides these services through an in-house team of highly-skilled, motivated, and qualified professionals supported by state-of-the-art information technology and highly-effective Project Management systems.