Service Controller at Momentum Metropolitan Holdings Limited

Role Purpose    

• Control and manage the dashboard of Facilities Services for the team to be more efficient and effective in responding to requests and incidences.

Requirements    

• Matric
• Degree/Diploma in administration would be beneficial
• 2 years’ experience in Facilities Environment and basic maintenance knowledge
• 2 years’ experience in a Help Desk and Customer care Environment
• Knowledge and understanding of MS Office suite

Duties & Responsibilities    

• Overall responsibility to schedule, plan and communicate technicians / mechanics service activity to relevant staff member(s) and customers; dispatching of technicians to attend to service maintenance issued
• Facilitating customer complaints and queries; ensure it is followed through and communicate process / result to customers
• Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers
• Perform various specific administrative tasks relating to invoices and managing service schedules will be added to this area of responsibility
• Overall responsibility to ensure quality of customer interaction and service (drive customer service excellence, ensure good communication with customers, developing and fostering partnerships with and tailor made solutions for clients; evaluation of own development needs and
• ensuring lack of knowledge / skills are addressed.
• Full responsibility to reserve, arrange delivery and collection of and manage overall control of short term rental fleet units; responsible to schedule, plan and allocate drivers’ trips on a daily basis; responsible for all invoicing pertaining to transport.
• Facilitating customer complaints and queries; ensure it is followed through and communicate process / result to customers; foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers.
• General assistance to branches portfolio

Internal processes

• Review and analyse calls and incidences logged on the Central Management System; JIRA
• Draw and priorities incidence / request for daily operational meetings
• Analyse all logged requests/ incidences
• Priorities and categorise logged requests/ incidences
• Report on Active requests/ incidences logged to daily operations
• Report on Closed requests/ incidences logged to daily operations meeting
• Escalation of Calls and requests/ incidences
• Raise Flags on reoccurring requests/ incidences
• Draw data from Computerised Maintenance Management System (CMMS)
• Log client requests and incidences.
• Distributes logged request to various facilities action teams.
• Monitor request and incidences until resolved
• Engage and inform facilities coordinator of status to completion.
• Manage client relationship
• Frequent communication to facilities and vendors on site.
• Log and Facilitate booking of venues; e.g. Atrium, Pool Area, MXchange and other
• Conduct Administrative duties
• Draw Daily & Weekly reports on the Daily Operations to provide vendor resolution and information.
• Mailbox Management; all requests/ incidences/invoices sent via emails
• Vendor Management; Manage vendor queries
• Issue vendor registration forms to potential vendors; facilities coordinators to inform on selected vendor.
• Confirm vendor application forms have been submitted to finance department for verification
• Manage payment queries
• Facilitate invoicing process. Validation process; Check the Invoice against approved Quotation, Purchase Order and Job card created
• Receive approved and signed off invoices from facilities coordinator to conduct validation check on invoices.
• Allocate Coding against respective cost centres.
• Forward to finance department to process payment
• Document Management and Control; ensure data is readily and easily accessible
• Capture and manage electronic and paper records.
• Keep an up to date and readily available vendor list and contact number
• The employee maybe seconded to other operational areas where and when required;
• To assist with facilities and Office administrator duties such as invoicing, administration queries and support facilities coordinators
• Conduct Site inspections “walk the floors”
• Respond and action Adhoc queries

Client Services

• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders
• Build and maintain relationships with clients and internal and external stakeholders
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service

Competencies    

• Business Acumen
• Client/ Stakeholder Commitment
• Drive for Results
• Leads Change and Innovation
• Motivating and Inspiring Team
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness