Call Centre Officer

Job description / Role

Our client, a leading facilities management company is currently recruiting for a Call Centre Officer who will support the day to day operations of the service desk and ensure effective utilisation of the Concept Evolution System.

Key Job Responsibilities

Processing Requests
• Respond to requests via phone/email/radio/word of mouth
• Log requests on Concept Evolution ensuring relevant information is captured in real time
• Ensure all service desk documentation is updated
• Organise and prioritise normal workloads which include straightforward activities
• Manage and prioritise own workload
• Identify requests types and update their statuses on Concept Evolution
• Follow up on outstanding requests
• Update customers on progress of requests
• Willing to work during weekends and public holidays

Quality
• To comply with the call and email quality monitoring scripts
• Verify through appropriate checks and comparisons that the information received for a request/inquiry is fully understood and accurately captured on Concept Evolution.
• Ensure all information is documented in accordance with the service desk processes.
• To effectively manage customer complaints and capture all relevant details on Concept Evolution

Others
• The incumbent should be able to understand the requests, inquiries and complaints of the customer and accurately log it in the system.
• Given the variety and nature of requests, the incumbent should be able to effectively utilize training to determine priorities and respond adequately.
• Being a time bound service; the incumbent should be able to manage tasks simultaneously and without error.

Requirements

Qualifications
• Minimum of 2 year’s Facilities Management experience.
• Minimum of 2 year’s Help Desk/Call Centre experience.
• Bachelor’s degree holder
• Familiarity with CMMS/CRM/CMS
• Technical / Concept Evolution Background (would be an advantage)
• MS Office (Word, Excel and Outlook)
• Fluent understanding of the English and Arabic language (oral & written)

About the Company

Black Pearl is a human resources and recruitment agency that provides a holistic business and talent solution in a progressive, dynamic, and efficient way.

We pride ourselves as a unique black pearl and strive to delight our clients with a personalized partnership that helps them propel towards success.

Whether you need to find top talent, your next great job opportunity, or a consulting solution for managing your business, engaging employees, evolving your work culture, planning your people strategy, or resourcing challenges, we can help.