Operations Manager - Residential Service

Eden -
Maadi, CairoPosted 5 years ago

300Applicants for1 open position

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Receive tenant service requests by phone, email, Whatsapp, or through the company’s smartphone application.
As the volume of business grows this function will be fulfilled by a Helpdesk operator but it is anticipated that the JOM will fill in temporarily.
Develop a work schedule based on incoming orders, and direct team to attend to requests.
Monitor team movements ensuring punctuality and communicating with the customer around early/late arrival.
Follow up with the customer by phone or app after works are completed to ensure customer satisfaction.
Perform ad-hoc visits to works underway and post-execution to for quality control.
Coach and develop team on soft skills (customer relations) and seek assistance from Training on technical developmental needs
Support Sales and Finance to develop a price list for most commonly requested services
Support marketing efforts to grow the profile and volume of the Residential team.
Submit a monthly report to FM Director on staff utilization, order profiles and repeat tasks
Attend at least quarterly Account Review meeting with company management to discuss performance and operational needs

An extremely polite, presentable, courteous, honest and fair person
A highly organized and energetic person who can work with little guidance under high pressure
Strong computer and smartphone literacy
University educated preferably civil or electrical engineer or with a solid domestic service experience
Simple conversational English is a plus
Customer service training (eg call centre or hotel) preferable