Job Description/Specification:
A leading Facility Management company in Qatar is seeking a customer-focused Call Center Agent – Facility Management to join its operations team. This role serves as the primary point of contact for tenants, clients, and internal departments, ensuring service requests, complaints, and maintenance inquiries are handled efficiently and professionally.
The successful candidate will manage inbound calls, log work orders through the CRM system, coordinate with facility teams, and ensure requests are resolved within agreed Service Level Agreements (SLAs). This is an excellent opportunity for candidates with customer service or call center experience who are looking to build a career in the facility management industry.
About This Role
The Call Center Agent plays a key role in delivering excellent customer service by accurately recording service requests, coordinating with facility teams, and following up until issues are resolved. The role requires strong communication skills, attention to detail, and the ability to manage multiple requests in a fast-paced environment.
Key Responsibilities
📞 Customer Service & Call Handling
- Handle inbound calls, emails, and facility service requests from tenants and clients.
- Provide accurate information about facility services, schedules, and company policies.
- Respond to customer inquiries professionally and resolve issues whenever possible.
- Escalate complex or urgent matters to the relevant department.
- Support emergency and after-hours service requests when required.
📝 Work Order & CRM Management
- Log work orders and service requests accurately in the CRM system.
- Record all customer interactions for tracking and follow-up.
- Monitor request status and ensure timely updates until completion.
- Maintain accurate service records and documentation.
🏢 Facility Operations Support
- Coordinate with the Facility Coordinator and maintenance teams.
- Assist in ensuring facility services operate smoothly and efficiently.
- Respond to tenant complaints and follow up on service completion.
- Help ensure work orders are completed within agreed SLAs.
🤝 Quality & Compliance
- Meet call handling and customer satisfaction targets.
- Participate in training and development programs.
- Follow company procedures, quality standards, and safety policies.
- Maintain professional communication with tenants, clients, and internal teams.
Minimum Requirements
Education
- High School Diploma or equivalent.
- Bachelor's degree is preferred.
Experience
- 1–3 years of experience in a call center, customer service, or facility management environment.
- Experience handling CRM systems and customer service requests is preferred.
Preferred Skills
- Excellent verbal and written communication skills.
- Strong customer service and problem-solving abilities.
- Ability to multitask and manage high call volumes.
- Basic understanding of facility management services such as MEP, HVAC, Cleaning, and Security.
- Good knowledge of Microsoft Office and CRM software.
Technical Skills
- Call Center Operations
- Customer Service
- CRM Systems
- Work Order Management
- Facility Management
- MS Office
- Service Request Coordination
- Data Entry
- Complaint Resolution
- SLA Monitoring
Core Competencies
- Communication
- Customer Focus
- Problem Solving
- Time Management
- Attention to Detail
- Teamwork
- Adaptability
- Multitasking
- Professionalism
- Accountability
Who Can Apply?
This role is suitable for professionals currently working as:
- Call Center Agent
- Customer Service Representative
- Customer Support Executive
- Help Desk Agent
- Facility Management Coordinator
- Service Desk Agent
- Contact Center Executive
Candidates from the Facility Management, Property Management, Real Estate, Hospitality, Maintenance Services, and Customer Service sectors are encouraged to apply.
Job Information
- Job Title: Call Center Agent – Facility Management
- Employment Type: Full-Time
- Work Location: Qatar (On-site)
CV Tips
Highlight your experience with customer service, call handling, CRM systems, work order management, complaint resolution, facility management coordination, and achieving customer satisfaction targets.
Application Tips
Include measurable achievements such as call volumes handled, customer satisfaction scores, SLA compliance, CRM systems used, and experience coordinating maintenance requests. Optimize your CV with ATS keywords including Call Center Agent, Customer Service, Facility Management, CRM, Work Orders, Service Desk, Help Desk, Tenant Relations, Complaint Handling, and Facility Maintenance.
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