Customer Service Advisor

Job description / Role

The Opportunity:

We are seeking a highly motivated and customer-oriented individual to join our team in Dubai as a Customer Service Advisor. In this role, you will be responsible for providing exceptional customer service and support to our clients.

As a Customer Service Advisor, you will be the first point of contact for our customers, assisting them with inquiries, providing product information, and resolving any issues or concerns they may have. You will need to possess excellent communication skills, both written and verbal, in order to effectively interact with customers and provide accurate and timely responses. Additionally, you will be responsible for maintaining customer records, updating account information, and escalating complex issues to the appropriate departments.

The ideal candidate for this position will have a strong passion for customer service and a desire to go above and beyond to exceed customer expectations. You should have a positive attitude, be able to work both independently and as part of a team, and have a strong ability to problem-solve and think critically.

This is a fast-paced and dynamic role that requires the ability to multitask and prioritize effectively. The successful candidate must be able to handle high volumes of customer inquiries while maintaining a high level of professionalism and attention to detail.

Your responsibilities will include:

• Answering and processing the telephone and email requests in accordance with the helpdesk procedures. This requires the individual to be fluent in both English and Arabic languages.
• Planning, organizing and scheduling all tasks liaising with the specific facilities managers, supervisors, sub-contractors and technician and provide support services to the above.
• Ensuring that concept CAFM system is utilized to its maximum capacity to assist with the company's operations.
• Ensuring seamless and coordinated process between the helpdesk system and the operations on individual project sites.
• Monitoring and taking corrective action on reactive maintenance calls and outstanding PPM.
• Coordinating job responsibilities with the helpdesk coordinator.
• Updating and maintaining the concept evolution data.
• Answering inbound calls from the customers, supervisors and technicians and log it to concept evolution.
• Making outbound calls to process the customers complaints to supervisors, technician and sub-contractor.
• Maintaining an excellent knowledge of helpdesk procedures and always put this into practice.
• Achieving the key performance indicators and ensure support to team members in achieving KPI's.
• Acquiring feedback from the site supervisor and inform customers and update on concept evolution.
• Making sure work is completed on time all the time as per the service level agreement.
• Issuing the preventive plan maintenance every month.
• Making sure the engineer and the sub-contractor follow the plan fully and discuss with concerned managers.

Requirements

• Experience in operational & functionality characteristics of concept evolution (computer aided facilities management system).
• Have GCSE level qualification or equivalent.
• Experience in providing helpdesk telephony and/or customer services activities.
• Knowledge of IT tools, including MS Windows, Excel, Outlook and System Databases.
• Clear understanding and total commitment to delivering service excellence.
• English & Arabic language skills are required.
• Strong oral and written communication skills.
• Have a similar role in a facilities management background and are eager to grow career and enjoy the opportunities Macro have to offer.

Macro is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all of the criteria below, please apply as you may still be suitable for this role or another role within our organisation. Should you require any adjustments to assist during the application/hiring process please do make us aware.

About the Company

Macro, formerly known as Mace Operate, is now an independent facilities management company employing more than 750 people around the globe, with an annual turnover of £130m. The business will continue to provide market-leading facilities management services to some of the world’s largest brands.

Today’s workplace has the power to help realise business objectives and support a healthy workforce. For this reason, it’s never been more important to see facilities management as more than operations.

Done well, facilities management allows businesses to focus on their core function. Done exceptionally well, it positively impacts business strategies and ambitions.

For over 21 years, Macro has been designing experiences for our clients that exceed expectations. Across commercial offices, government buildings, and cultural landmarks, we demonstrate the true, often uncovered, value of the workplace.