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 POs.
- 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 PPMs 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
- 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.
- 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
- 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
- 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 ones own performance.
- Promote TFSs and Clients s image and corporate citizenry through deliberate and co-ordinated activities.
- Adhere to the TFSs Safety, Health, Environmental and Quality (SHEQ) Management Systems Policies & Procedures as applicable to this position.
- Ensure TFS ethical values are adhered to.
- 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
- Grade 12 (non-negotiable)
- Computer literacy
- 2-3 years frontline hotel/customer service experience
- Minimum 3 years experience in a hospitality or facilities environment
