DUTIES & RESPONSIBILITIES: -
Call Logging and Management
- Capture and log all incoming calls accurately on the BMS system.
- Record caller details, building location, fault information, and relevant comments.
- Categorise, prioritise, and assign calls to the appropriate service provider or department.
- Ensure calls are updated and closed correctly upon completion.
BMS Monitoring
- Monitor the Building Management System for alarms and operational alerts.
- Investigate alarm indications and initiate escalation or corrective action where required.
- Monitor critical equipment and processes to ensure operation within prescribed parameters.
Customer Service and Follow-Up
- Respond to callers within the defined response times.
- Provide regular updates regarding the status and progress of logged calls.
- Obtain customer feedback and satisfaction confirmation when jobs are completed.
- Maintain professional, courteous, and customer-focused interactions at all times.
Service Provider Coordination
- Follow up on call progress with internal and external service providers.
- Escalate overdue or unaddressed calls according to established procedures.
- Report recurring delays or poor service delivery to management.
Reporting and Communication
- Generate operational reports as requested by management.
- Provide daily feedback and observations to the Building Manager regarding service issues, trends, and performance concerns.
Compliance and SHEQ
-Adhere to Tsebo's Safety, Health, Environmental and Quality (SHEQ) Management System requirements.
- Follow all ISO 9001, ISO 14001 and ISO 45001 standards applicable to the role.
- Comply with company policies, procedures, and legislative requirements.
Ad Hoc Duties
- Perform any other reasonable duties aligned to the role and business requirements as requested by management.