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Facilities Management Help Desk Team Lead- Makati City

Philippines , Philippines

Ref#: 19021798

Date published: 10-Jun-2019

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Job Overview

Key contact for Customer Service Representatives on escalated customer issues and complaints.  Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues. (Airconditioning/HVAC, Electrical Maintenance and Repair)


Generates and dispatches service request work orders for completion by vendors.    Schedules conference rooms and audio visual equipment.

Responds to customer inquires and concerns.  Follows up with customers to ensure customer satisfaction.  Key contact for Customer Service Representatives on escalated customer issues and complaints.

Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.

Contacts customer for additional information and communicating the steps in the work order process.

Runs, reviews, and distributes various customer service reports as necessary.

May generate and dispatch service request work orders for completion by vendors.

May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures.

Provides informal assistance such as technical guidance and/or training to co-workers.

Other duties may be assigned.


Must have at least 3-5 years of proven and hands on experience in Customer Service/ Help Desk Set up with supervisory tasks

Degree Holder of any course

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.

Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM.