Job Title: National Response Centre Operator
Job Summary
This role entails serving as a primary point of contact for clients, building managers, and trapped passengers. The successful candidate will be responsible for providing prompt responses to customer inquiries and addressing issues in a professional manner.
The job requires working scheduled shifts from Tuesday to Saturday, 2:00pm – 10:00pm. This is a permanent full-time position available in the call centre.
Your Responsibilities:
* Answering inbound calls from various stakeholders
* Making outbound (warm) calls for job follow-ups and updates
* Logging and completing work orders received via email or phone
* Responding to email enquiries in a timely and professional manner
* Allocating technicians to attend lift breakdowns and emergency callouts (including trapped passengers)
* Monitoring and prioritising urgent jobs to ensure safety and compliance
* Liaising with field staff and internal departments to ensure smooth coordination
* Updating job statuses and notes accurately in the system
* Providing exceptional customer service in often high-pressure situations
Key Skills and Attributes:
* Problem-solving and decision-making abilities
* Great attention to detail and strong organisational skills
* Excellent interpersonal skills with impeccable communication, both verbal and written
* An ability to maintain composure under pressure in a demanding environment
* Ability to follow customer issues through to resolution