Service Call Management: •Handle all service call bookings through various channels such as email, phone calls, etc. •Close or cancel job cards in the EIMS system as required. •Assign pending calls via the Oracle screen. •Perform data entry and updates in the EIMS system as necessary. Customer Interaction: •Answer telephone calls professionally and log all customer details accurately. •Understand customer issues and suggest potential resolutions over the phone. Call Allocation and Tracking: •Ensure all customer calls are delegated to the appropriate service provider within 2 hours of logging. •Monitor and ensure that all customer calls are completed and closed accurately in the system, with details matching the job card. Escalation Protocol: •Any calls that are not assigned within the 2-hour window should be flagged and escalated to the Senior Work Controller or Service Manager for immediate attention.

•Excellent Communication Skills: Clear, concise verbal and written communication with strong interpersonal abilities. •Computer Proficiency: Solid understanding of basic computer operations, including Microsoft Office and internet applications. •SAP Knowledge: Familiarity with SAP software for data entry, reporting, and basic process management. •Analytical & Time Management: Strong problem-solving capabilities combined with the ability to prioritize tasks and meet deadlines effectively. •Confident & Dynamic Personality: Self-assured, adaptable, and proactive in team environments and client-facing situations. •Creative Thinking: Innovative mindset with a strong creative outlook, contributing to process improvements and engaging presentations.