Customer Service Assistant - Dubai, United Arab Emirates - Inaya Facilities Management Services LLC

Inaya Facilities Management Services LLC
Inaya Facilities Management Services LLC
Verified Company
Dubai, United Arab Emirates

1 month ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Call Handling & e Communication

  • Response to all calls professionally and in a timely manner route calls to appropriate resource
  • Respond to customer inquiries and provide accurate response
  • Research required information using available resources
  • Provide customers with product and service information
  • Identify and escalate priority issues
  • Clearing the missed call alerts

Work Requests / System update / Follow ups

  • Classify and prioritise the work requests (as emergency, urgent and routine) for various end user services received from the EAM administrator to activate the Operations team viz. MEP, Soft Services etc. into taking prompt action.
  • Despatch all scheduled and emergency Work requests to the Operations team for action.
  • Upload the WR into CAFM.
  • Call customers to schedule appointments for work requests received.
  • Update all relevant information on WR into both EAM & CAFM.
  • Update the system with the accurate information customer appointment date and time to create visibility for the client. (EAM & CAFM).
  • Ensure that appointments schedule is properly updated in both EAM & CAFM.
  • Call customers to reschedule appointments for escalated work requests received in CSD queue.
  • Coordinate with the client and customers for 'No Access' issues to enable communication with client to obtain access for resolution.

Customer Complaints

  • Handle and resolve customer complaints on calls
  • Record all customer complaints under CAP and escalate to the relevant department for an effective resolution.

Feedback Management

  • Calls customer to gather feedback on closed WR's.
  • Update all the feedback gathered under FBMS in CAFM
  • Close the FBMS records

Added Revenue Generation

  • Carry out any other related tasks assigned by the CSD Manager

AED2, AED3,000.00 per month

Ability to commute/relocate:

  • Dubai: Reliably commute or planning to relocate before starting work (required)


- customer service: 1 year (preferred)

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