Job Details of Fault Reporting Center Operator

Full job description

About the Role

• Responsible for inbound and outbound calls via hotline and responds to email requests professionally and in a timely manner.
• Complies with the agreed call scripts and standard email templates when handling calls and emails.
• Creates Corrective Maintenance Work Orders in Oracle and Manual Work Orders to the right contractor, with appropriate priority, asset details and fault description according to Fault Reporting Center’s standard operating procedure.
• Coordinates all urgent and critical work orders with MATAR Facilities Management and Contractors delivery teams to provide on-time assistance.
• Records and documents all Cleaning / Pest Control, Non-Maintenance, Out of Scope requests, and Level 4 trackers as and when required to be able to monitor all other requests received by Fault Reporting Center that are non-maintenance and beyond Facilities Management’s scope of work.
• Extract completed work orders from Oracle and perform closure activity to guarantee that all corrective maintenance work orders are properly closed in Oracle system.
• Generates a Technical Assessment Report for all Property Damage incidents within MATAR Facilities Management’s scope of work based on the agreed standard template of notifying respective teams. Update the details of property damage in Centralized Tracker.
• Assists door lock-out issues from HIA Stakeholders in event of urgent requests.
• Supports MATAR Access Key Management Center to issue keys during AKMC staff absence and out-of-office hours.
• Carries out Fault Reporting Center Lead Operator tasks as assigned.
• Identify and escalate issues to the Fault Reporting Center Technical Officer and Lead Operator.
• Complies with the Business Continuity Plan in an event of Oracle outage or any other IT disruptions to networks and cisco phones.

About the Candidate

• High School Experience with 1 year of Job related experience
• Bachelor’s Degree or Equivalent with no job-related experience.
• Good listening, verbal and written communication skills.
• With excellent customer service skill such as empathy, good communication and problem-solving.
• Proficient in MS Office applications and CMMS software.