AddressBGIS we are a leading organization in Real Estate Services dedicated to delivering exceptional services to our clients. As we continue to grow, we are seeking a highly motivated and experienced Call Centre Operators to join our dynamic team. This is an excellent opportunity to contribute to our success and shape the development of our workforce.
The Role
As the first point of contact for all incoming enquiries, the Call Centre Operator is responsible for managing enquiries relating to reactive maintenance and facilities services via telephone and email.
You will handle a variety of inbound and outbound calls, assisting customers with inquiries. This role is crucial in maintaining our high standards of customer satisfaction and building strong relationships with our clientele.
The call centre operates under a facilities contract, so experience in a similar environment would be highly desirable.
Key Responsibilities
- Answering incoming calls, and delivering prompt, accurate and timely customer service.
- Manage and prioritise all requests to the Helpdesk to ensure contractual requirements are met.
- Liaise with service providers and Facilities Managers for clarification of technical issues.
- Update our management system to ensure the timely rectification of building faults.
- Adhering to KPIs and reporting on service levels.
- Escalate relevant issues to the appropriate personnel/management.
- Ensure works are completed within required timeframes by engaging internal/external trades.
- Record all customer interactions promptly and accurately it the work management system.
- Collaborate with the work supervisors to issue works to contractors, technicians, and staff for timely response for reactive works where required.
- Provide support and knowledge sharing to all Service Centre team members.
Skills and Experience
- Strong demonstrated experience working in a Customer Service or Contact Centre environment.
- Experience working with internal and external stakeholders at varying levels of an organisation.
- Ability to interpret queries and assist appropriately.
- Demonstrated attention to detail including good key board skills, speed and accuracy.
- Able to respond quickly to change and adopt a flexible / innovative approach.
- Experience working in a facilities environment is highly desirable.
- Knowledge of trade-based works.
Why Join Us / Benefits:
- Work-life balance with flexible working hours.
- Employee Recognition Program
- Excellent Company Benefits
- Paid Parental and Volunteer Leave
- Donation Matching and much more!
BGIS is a global leader in facility management, project delivery, energy and sustainability, asset management, workplace advisory, and real estate services. With over 10,000 team members worldwide, BGIS delivers innovative solutions that create value. Managing over 50,000 client locations totalling more than 50 million square meters, BGIS serves various markets, including Government, Education, Utilities, Financial Services, Oil & Gas, Healthcare, and Cloud Enterprise.
BGIS, we value diversity and are committed to creating an inclusive and safe work environment for all employees, we have passion for sustainability and drive for innovation.
Further information is available at apac.bgis.com.
