JOB DUTIES AND RESPONSIBILITIES
• Handle inbound & outbound calls from clients and service providers with professionalism and empathy
• Create, update, and manage work orders within the FM application based on call details.
• Assist customers with navigation, login issues, and basic troubleshooting related to the SaaS platform.
• Capture accurate information and ensure data integrity in the system.
• Follow defined scripts, processes, and call-handling guidelines.
• Identify customer needs and provide timely, effective solutions.
• Escalate complex technical issues to Tier 2/Support Engineering teams.
• Liaise with vendors, technicians, and facility managers when required.
• Track open tickets/work orders to ensure timely resolution and customer follow-up.
• Meet or exceed daily/weekly KPIs (AHT, CSAT, QA score, adherence, productivity).
• Maintain confidentiality of customer and business data.
• Follow all documented SOPs, compliance requirements, and security protocols.
• Work closely with Team Leaders, QA, Trainers, and cross-functional teams.
• Provide feedback on recurring issues or system gaps to improve processes.
• Participate in refresher training, calibration sessions, and performance discussions.
REQUIRED QUALIFICATIONS
• 2–4 years of inbound & outbound call centre experience (preferably US process).
• Experience with SaaS platforms or ticketing systems is an advantage.
• Exposure to Facilities Management or Work Order Administration (WOA) is a plus.
• Ability to navigate web-based applications and CRM/ticketing tools.
• Basic troubleshooting skills (browser, login issues, user navigation).
• Strong typing and documentation accuracy.
• Excellent verbal communication in English (neutral accent preferred).
• Strong listening, problem-solving, and customer handling skills.
• Ability to multitask, stay calm under pressure, and manage high-volume calls.
• Willingness to work night shifts and rotational schedules.
• Graduate or diploma holder in any discipline (preferred).
