About Us
Tsebo Facilities Solutions is looking for a Work Order Administrator to ensure that the work orders are restored within the specified SLA timeframe and close all calls timeously by providing value added customer service to Facilities users and by focusing on customer needs, contractors contractual obligations, and thereby ensuring customer satisfaction.
As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients' needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.
Duties & Responsibilities
Operational Delivery:
Update the priority on the Infor EAM system.
Assign calls to relevant service providers.
Note all relevant details and comments
Manage all calls daily via the work order status report.
Monitor all work orders and ensure that they are restored within the specified SLA timeframe
Follow up on outstanding jobs.
Raise PO's.
Provide feedback to Supervisor or Manager on daily issues.
Give clients feedback on progress of calls logged
Follow up with service providers on open calls
Release PPM's on the agreed date monthly and ensure that they are resorted in the month that they are due.
Assist in following up with quotation requests
Ensure compliance to the work order process
Service Provider Follow-up:
Follow up call progress with internal & external service providers
Report on poor performance.
Escalate calls which have reached 2/3 of their restore time allocation.
Customer Focus:
Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
Conduct client satisfaction surveys to ensure clients are satisfied with the products and services
Keep up to date with business objectives within the environment
Provide advice on general changes and compliance within the workplace management framework when required
Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
Attend to and resolve all customer queries timeously or escalate when necessary
Follow up and follow through on all queries timeously
Reporting:
Prepare all weekly/monthly reporting within set timeframes for submission to your manager and the client ie. daily/weekly/monthly report of calls logged and work orders created, PO reports, PPM reports etc.
Update and maintain all relevant records
Compile and prepare stats as and when required by your manager
Code of Conduct:
Undertake such other responsibilities as directed by Management that will drive sustainability.
Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
Take responsibility for one's own performance.
Promote TFS's and Clients s image and corporate citizenry through deliberate and co-ordinated activities.
Adhere to the TFS's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures as applicable to this position.
Ensure TFS ethical values are adhered to.
Skills and Competencies
A customer-oriented and professional attitude
An outgoing personality
Outstanding communication abilities
Excellent organizational and time-management skills
Helpdesk Operator Experience
Knowledge of a Helpdesk Package advantage
Knowledge and understanding of SLAs
High degree of computer literacy (MS Word, Power Point, Excel)
Excellent Communication Skills and Relationship Management Skills
Excellent report writing skills
Problem solving and Analytical Skills
Financial and business acumen
Qualifications
Grade 12 (non-negotiable)
Computer literacy
2-3 years frontline hotel/customer service experience
Minimum 3 years' experience in a hospitality or facilities environment
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