CAFM Customer Service Operator
Concordia DMCC
Total des années d'expérience :7 years, 4 Mois
• CAFM System Administration: Proficiently managed Concept Evolution and Facilio CAFM systems, overseeing database maintenance, user training, and troubleshooting to maximize system utilization and effectiveness.
• Streamlined work order processes by leveraging Concept Evolution and Facilio, facilitating efficient assignment, tracking, and completion of maintenance tasks, resulting in improved operational workflows.
• Helpdesk Support: Provided expert technical support and assistance to internal users and clients, serving as the primary point of contact for raising issues related to the community/building facilities with the concerned engineers/department.
• Monitored health and safety measures for guaranteed compliance.
• Maintained accurate records of work orders, equipment inventory, and service contracts.
• Managed incoming service requests via phone, email, and CAFM systems, ensuring timely resolution of facility-related issues.
• Collaborated with other teams to offer guidance and knowledge to drive progress.
• Acted as first point of contact for agents to resolve potential issues with daily work.
• Taking supervisory calls to ensure the continuation of customers loyalty to our partner airlines and proactively address any issues or concerns customers may have and strengthen the bond with our partner airlines.
•Lead monthly meetings to ensure that all team members are kept up to date
with the changes in airline policy and provide the team with an understanding
of how they would be put into practice.
•Providing support on agent call engagement continuous feedback coaching
sessions to ensure that agents meet and exceed company expectations and
recognizing the agents' strengths and addressing their weaknesses to enhance
their overall performance.
• Resolved complaints, cancellations and refunds with mutually beneficial solutions.
• Remained knowledgeable on popular attractions and experiences to provide additional travel advice.
• Communicated reservation confirmations to guests via post and email.
• Employed strong product and systems knowledge to handle booking enquiries.
• Generated Key Performance Indicator reporting to drive better performance.
• Conducted calls professionally and politely to maintain excellent service standards.
• Advised customers on specific visa and passport requirements.
• Handled customer queries focused on first-call resolution.
• Maintained call center efficiencies, ensuring clear, effective communication with all departments.
• Handled high call volumes with accuracy and efficiency for optimum productivity.
• Developed online and accessible support to improve employee growth opportunities.
• Assigned training exercises and skill assessments to newly hired employees.
• Secured high satisfaction rates by going extra mile to cater to specific organizational needs.
• Monitored employee progress, offering feedback to management on additional training requirements.
• Facilitated soft skills training, improving communication and interpersonal abilities.
• Applied critical thinking to analyze problems, evaluate solutions and select best decisions.
• Reported on check-outs and room vacancies to maintain accurate occupancy records.
• Removed used towels and bedding, replaced with new and reset spaces to professional standards.
• Followed health and safety standards governing correct use of chemicals.
• Welcomed guests, answered questions and anticipated service needs, maintaining excellent customer satisfaction.
• Trained in food safety and hygiene practices.
• Served high volumes of guests in fast-paced service environments with exceptional customer care.
• Established professional relationships with peers to enhance productivity and teamwork.
• Supported store goals by maximizing sales opportunities and providing great quality service.