Duties & ResponsibilitiesOperational DeliveryUpdate the priority on the Infor EAM system.Assign calls to relevant service providers.Note all relevant details and commentsManage all calls daily via the work order status report.Monitor all work orders and ensure that they are restored within the specified SLA timeframeFollow up on outstanding jobs.Raise PO's.Provide feedback to Supervisor or Manager on daily issues.Give clients feedback on progress of calls loggedFollow up with service providers on open callsRelease 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 requestsEnsure compliance to the work order processService Provider Follow-upFollow up call progress with internal & external service providersReport on poor performance.Escalate calls which have reached 2/3 of their restore time allocation.Customer FocusWork with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime valueConduct client satisfaction surveys to ensure clients are satisfied with the products and servicesKeep up to date with business objectives within the environmentProvide advice on general changes and compliance within the workplace management framework when requiredWork with processes and procedures in such a way that operational efficiencies and performance are enhancedAttend to and resolve all customer queries timeously or escalate when necessaryFollow up and follow through on all queries timeouslyReportingPrepare 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 recordsCompile and prepare stats as and when required by your managerCode Of ConductUndertake 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 CompetenciesA customer-oriented and professional attitudeAn outgoing personalityOutstanding communication abilitiesExcellent organizational and time-management skillsHelpdesk Operator ExperienceKnowledge of a Helpdesk Package advantageKnowledge and understanding of SLAsHigh degree of computer literacy (MS Word, Power Point, Excel)Excellent Communication Skills and Relationship Management SkillsExcellent report writing skillsProblem solving and Analytical SkillsFinancial and business acumenQualificationsGrade 12 (non-negotiable)Computer literacy2-3 years frontline hotel/customer service experienceMinimum 3 years' experience in a hospitality or facilities environment
#J-18808-Ljbffr
