We are seeking a Customer Service Specialist to join our team. In this role, you will be responsible for providing exceptional customer service by managing operator and client requests via phone and email.
About the Role
* Respond to incoming calls and emails, log and triage service requests in the CMMS, coordinate with Facilities Managers and contractors, and ensure timely, accurate communication with all stakeholders.
This role suits someone who is customer-focused, detail-oriented, calm under pressure, and comfortable managing multiple requests simultaneously while maintaining a warm, professional approach.
Key Responsibilities
1. Answer calls promptly, log requests accurately, and allocate work orders within required KPIs.
2. Track, follow up, and support the timely rectification of maintenance requests through the CMMS (Manhattan).
3. Manage shared inboxes and ensure all correspondence is actioned and communicated clearly.
4. Review, edit, and distribute incident reports and daily work order summaries.
5. Prepare investigation notes for repeat service issues and escalations of urgent matters appropriately.
6. Coordinate with Facilities Managers, service providers, and contractors to resolve issues safely and efficiently.
7. Support core services in cleaning, security, and event cleaning by monitoring work orders and client requests.
8. Maintain compliance with BGIS procedures, safety standards, and contractual requirements.
9. Build positive working relationships with clients, subcontractors, suppliers, and internal teams.