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

Job Description

• Conduct periodic unannounced requests from customers
• Involvement and input required with the Portfolio Manager for the selection of service providers.
• Assure full compliance of all service providers with registration criteria and standards.
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions 
• Update our internal databases with information about technical issues and useful discussions with 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 same.
• 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

• Provide Project Management services for small projects as directed by the management.
• Inform customers about new features and functionalities
• Provide help to stakeholders as necessary and coordinate activities (daily, monthly, quarterly and annual FM reports)

Qualifications

• First degree in Information Technology or any related field
• Minimum of 4 years of experience as a Customer Support Specialist or similar Customer Service role
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Patience when handling tough cases

Additional Information

• Excellent communication skills
• Excellent leadership skills
• Proficient in MS Office
• Outstanding organizational skills
• Attention to details