Customer Service Representative

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Ritaj Full time

Ritaj Facility Management

Customer Service Representative with Facility Management Experience

Facility Management Experience

Must know Arabic/English

Position Overview:


As a Customer Service Representative (CSR) with experience in facility management, you will be responsible for ensuring excellent customer satisfaction while handling facility-related inquiries, requests, and issues.

Your primary focus will be on providing exceptional customer service, addressing facility-related concerns promptly, and coordinating with relevant teams to resolve facility-related problems.

Your knowledge of facility management practices will be crucial in ensuring smooth facility operations and enhancing the overall customer experience.


Responsibilities:

Customer Assistance:
Respond to customer inquiries, concerns, and complaints related to facility management promptly and professionally. Assist customers with facility-related requests, such as maintenance issues, access control, parking, and general facility information.

Facility Coordination:

Work closely with facility management teams to coordinate maintenance and repair services, schedule preventive maintenance, and manage facility-related projects.

Ensure efficient communication between customers and facility management staff.

Troubleshooting:

Identify and diagnose facility-related issues reported by customers, assess the urgency, and escalate urgent matters to the appropriate personnel.

Provide customers with updates on the status of their inquiries and ensure timely resolution.

Data Management:
Record customer interactions, inquiries, and resolutions accurately in the customer service database or ticketing system. Generate reports related to facility management metrics and customer feedback for analysis and improvement purposes.

Knowledge Sharing:
Stay up-to-date with facility management practices, safety regulations, and maintenance procedures. Share knowledge with the team to improve overall efficiency and effectiveness in handling customer inquiries.

Continuous Improvement:
Identify areas of improvement in the facility management process and customer service procedures. Propose and implement solutions to enhance the customer experience and streamline facility-related operations.

Customer Feedback:
Collect and analyze customer feedback on facility services to identify trends and areas for improvement. Advocate for customer needs and preferences within the facility management team.

Requirements:

Experience:

Proven experience as a Customer Service Representative or in a similar customer-facing role, preferably with experience in facility management, property management, or related industries.


Facility Management Knowledge:
Strong understanding of facility management principles, maintenance procedures, and safety regulations. Familiarity with various facility systems (HVAC, electrical, plumbing, etc.) is a plus.

Communication Skills:
Excellent verbal and written communication skills. Ability to articulate complex facility-related issues in a clear and understandable manner to customers and internal teams.

Problem-Solving:
Strong problem-solving and analytical skills to identify facility-related issues and recommend appropriate solutions.

Customer-Centric Approach:
Demonstrated commitment to providing exceptional customer service and ensuring customer satisfaction.

Time Management:
Ability to multitask and manage time effectively to handle multiple customer inquiries and facility-related tasks simultaneously.

Interpersonal Skills:
A friendly and approachable attitude with the ability to work collaboratively with cross-functional teams.

Salary:
QAR3, QAR4,500.00 per month

Application Question(s):

  • Strong communication skills are crucial in customer service. How do you adapt your communication style when interacting with customers who may have limited knowledge of facility management terminology?
  • Can you join immediately?
  • How do you ensure that customer inquiries or complaints related to facility management are addressed promptly and efficiently?
  • Facility management often involves dealing with emergencies or urgent maintenance requests. How do you prioritize and handle such situations while ensuring mínimal disruption to customers?
  • Customer service representatives often use ticketing systems or databases to manage inquiries. Can you explain your experience in using such systems and how you ensure accurate documentation of customer interactions?

Education:

  • Bachelor's (preferred)

Experience:

  • Facility management: 2 years (preferred)

Language:

  • English (required)
  • Arabic (required)

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