Call Center Agent

Job Summary

We are looking for a dedicated Call Center Agent – Facility Management to act as the first point of contact for tenants, clients, and internal teams. The role involves handling service requests, complaints, and inquiries related to facility operations, ensuring timely logging, coordination, and resolution in line with service level agreements (SLAs).

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Key Responsibilities

• Receive and handle inbound calls, emails, and service requests related to facility management services
• Log work orders and service requests accurately in the CRM system
• Provide accurate information about the services, address the complaints promptly & resolve problems quickly.
• Escalate complex issues to head of departments or specialized departments.
• Record details of each interaction in the system (Through CRM) for tracking and follow-up.
• Participate in training and development programs to enhance skills.
• Meet performance metrics and targets related to call handling and customer satisfaction
• Work with the Facility Coordinator to keep facilities maintained & services running smoothly.
• Respond to tenant complaints and escalate critical issues appropriately
• Provide accurate information on facility services, schedules, and policies
• Maintain clear and professional communication with tenants and clients
• Track and update records of all customer interactions and service activities
• Support emergency call handling and after-hours requests when required
• Adhere to company procedures, safety protocols, and quality standards

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Required Skills & Qualifications

• High school diploma or equivalent (bachelor’s degree preferred)
• 1–3 years of experience in a call center, customer service, or facility management environment
• Strong verbal and written communication skills
• Ability to multitask and manage high call volumes
• Basic knowledge of facility services (MEP, HVAC, cleaning, security, etc.) is an advantage
• Proficiency in MS Office and service management systems (CRM)
• Strong problem-solving skills and customer-focused attitude

Job Type: Full-time