Telephone Operator (North Region)

Job Summary

You will manage incoming maintenance requests, coordinate with technicians and departments, track job progress, and ensure timely resolution while supporting 24/7 operations through shift work and effective communication.

Job Descriptions

• Receive, record, and manage all incoming WhatsApp message and emails related to maintenance, repairs, or facility issues.
• Dispatch fault report (FRF) to relevant technicians, contractors, or site personnel promptly.
• Track the status of ongoing jobs and ensure timely completion.
• Escalate critical or urgent issues to supervisors or the duty manager as required.
• Log and report all breakdowns, or emergencies immediately.
• Follow established escalation and emergency procedures.
• Coordinate with maintenance, and relevant departments during incidents to ensure quick resolution.
• Maintain accurate and up-to-date records in the iSMM system or logbook.
• Generate daily reports and shift handover summaries for continuity of operations.
• Provide timely updates on service requests and maintenance progress.
• Ensure all communications are logged and tracked for reference and accountability.
• Perform duties according to a rotating shift schedule to support 24/7 operations.
• Ensure smooth handover between shifts with complete and accurate updates.
• Support colleagues and supervisors in meeting operational service level targets.
• Adhere to company policies, SOPs, and FM quality and safety standards.
• Maintain confidentiality and professionalism in all communications.

Required competencies and certifications

• Minimum three (3) ‘O’ level passes including English, and Higher Nitec or equivalent in Mechanical, Electrical, or Electronics Engineering
• At least two (2) years of relevant frontline or call center experience handling customer interactions
• Proficient in English and computer literate with adequate typing skills
• Able to handle and respond swiftly with proper etiquette to telephone calls and emails

Preferred competencies and qualifications

• Experience in facilities maintenance or handling fault/repair reporting for buildings is preferred
• Proficiency in one additional language beyond English is preferred to support diverse communication needs

Other Information

• Based in Tagore Lane
• Able to work on shifts