Call2fix Support Officer at Alpha Mead Facilities & Management Services (AMFacilities)

• Conduct periodic unannounced requests from customers on the call2fix platform
• Involvement and input required with the Portfolio Manager for the selection of service providers.
• Identify customer needs and help customers use specific features on the app
• Analyze and report product malfunctions 
• Update our internal databases with information about technical issues and useful discussions with customers
• Follow up on artisans to meet the needs of customers
• Manage customers to identify, monitor, address, and eliminate all issues around customer quotation for any requests while ensuring the environmental, health, and safety issues relating to the same.
• Assure full compliance of all service providers with registration criteria and standards.
• Maintain liaison relationship with Customers/ Service Providers.
• Conduct periodic monitoring of the activities flowing through the Call2Fix platform.
• Monitor customer complaints on the Call2Fix platform and reach out to provide assistance
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Sales and Marketing team
• Inform customers about new features and functionalities of the Call2fix apps
• Provide help to stakeholders as necessary and coordinate activities (daily, monthly, quarterly, and annual FM reports)

Qualifications

• First degree in Engineering or IT related courses
• Minimum of 2 years of experience as a Customer Support Officer
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Ideal candidate must be tech-savvy
• Good Customer Relationship Management skills
• Resolving customer complaints
• Sound communications skills expressed in oral and written