About the role

Aplyr's Quick Take

This role is primarily about providing customer service support for facility management, handling inquiries via phone and email, and coordinating service requests. It's an individual contributor position focused on managing customer expectations, resolving complaints, and ensuring timely service delivery through a maintenance management system.

Good fit

Ideal candidates are those with a background in customer service, especially in facility management or similar fields. A proactive approach, good communication skills, and the ability to work shifts are essential.

Worth noting

The role requires proficiency in Power BI for reporting, which is somewhat unusual for a customer service position. Additionally, the need to work rotating shifts and on weekends or public holidays may be a deterrent for some.

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”

Aplyr's read

Cushman & Wakefield is a powerhouse in commercial real estate services, attracting professionals skilled in property management, leasing, and investment management globally.
Synthesized from recent postings & public sources

What's promising

•Cushman & Wakefield has a strong global presence, enhancing career opportunities across various regions.
•The company offers diverse roles, from engineering to finance, catering to a wide range of professional interests.
•Recent hires indicate a focus on both traditional real estate roles and emerging fields like automation and robotics.

What to watch

•The real estate market's volatility can impact job stability and growth prospects.
•Limited public information about employee satisfaction and work-life balance.
•Global operations may require flexibility in working hours and travel.

Why Cushman & Wakefield

•Cushman & Wakefield's emphasis on both traditional and innovative roles sets it apart in the real estate sector.
•The company provides opportunities in niche areas like facilities automation and mechatronics.
•Its presence in major markets offers exposure to high-profile projects and clients.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Cushman & Wakefield

Cushman & Wakefield

cushmanwakefield.com

View company

Cushman & Wakefield is a global leader in commercial real estate services, providing a range of services including property management, leasing, and investment management.