This role will involve administration of the client's tenant response centre for reactive maintenance.
The role will be in a share service environment and is expected to work alongside the rest of the Business Services Team based in Manila.
This role will report to the Facilities Administrator and Head of Facilities. The role will also be expected to work alongside various Facilities Managers.
Responsibilities
Communication receive from tenants throughout client's portfolio by web based portal or 24/7 monitored call centre to be received, considered and scheduled in MRI by way of work orders with interpretation of services required, information required for the service provider and level of urgency placed on the work order whilst ensuring accuracy of information, relevant areas, tenancy and tenant details.
Facilitate required follow-ups with tenants regarding status of their requests and escalations as required with the facilities and property department where desired outcomes have not been reached or tenants require ad hoc updates. Critically important matters will be entirely managed by the team in Australia, which will be determined at the outset of receiving the request through the Manilla office.
Manage escalations as per client's escalations matrix and with relation to priority matrix for requests
Lodge work orders and review information as per client's requirements and send the compiled work orders to the Site Facility manager for execution.
Shift work required to work on a timetable to ensure the call centre is operated 24/7.
Ongoing regular follow-ups with contractors to ensure all contact details are maintained to be correct and current
High level of customer service, all information and questions from tenant enquires to be responded to within a 5-minute response time (phone)
Escalations to be managed through core business hours and afterhours as per the escalation matrix.
Work orders to be lodged in a timely manner after receiving the request by way of phone (5 minutes) and by the portal (15 minutes)
Accuracy of work orders to include all critical information for a services provider or the Facility Manager to engage services providers.
Qualifications
Minimum of 2 years facilities management experience
MRI Software Experience
Property/Real Estate Experience
Strong attention to detail
Knowledge of the property built form
Understanding of technical trades (fire, mechanical, engineering etc)
Positive can-do attitude
Strong Communicator
Quick learner
Team player
Time management skills
Adaptable to change and new systems
Continuous Improvement Focus
Trade experience in fire, mechanical or engineering
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
