Work Order Administrator

5 months ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a Work Order Administrator who will ensure that the work orders are restored within the specified SLA timeframe and close all calls timeously by providing value added customer service to Facilities users and by focusing on customer needs, contractors contractual obligations, and thereby ensuring customer satisfaction.

As the leading integrated facilities solutions provider in Africa and the Middle East, operating in over 28 countries, with over 40 000 employees, the Tsebo Solutions Group enables businesses to optimise their efficiency and productivity, and become more successful. We take responsibility of our customers’ non-core activities outside of their expertise, empowering them to focus on their core business. Our local expertise, global standards and innovative cross-divisional solutions, such as catering, cleaning, facility management and security, give us the edge to optimise our customers non-core operations, allowing them to enjoy reduced cost, risk and complexity.

**Duties & Responsibilities**:
**Operational Delivery**:

- Update the priority on the Infor EAM system.
- Assign calls to relevant service providers.
- Note all relevant details and comments
- Manage all calls daily via the work order status report.
- Monitor all work orders and ensure that they are restored within the specified SLA timeframe
- Follow up on outstanding jobs.
- Raise PO’s.
- Provide feedback to Supervisor or Manager on daily issues.
- Give clients feedback on progress of calls logged
- Follow up with service providers on open calls
- Release PPM’s on the agreed date monthly and ensure that they are resorted in the month that they are due.
- Assist in following up with quotation requests
- Ensure compliance to the work order process

**Service Provider Follow-up**:

- Follow up call progress with internal & external service providers
- Report on poor performance.
- Escalate calls which have reached 2/3 of their restore time allocation.

**Customer Focus**:

- Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
- Conduct client satisfaction surveys to ensure clients are satisfied with the products and services
- Keep up to date with business objectives within the environment
- Provide advice on general changes and compliance within the workplace management framework when required
- Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
- Attend to and resolve all customer queries timeously or escalate when necessary
- Follow up and follow through on all queries timeously

**Reporting**:

- Prepare all weekly/monthly reporting within set timeframes for submission to your manager and the client ie. daily/weekly/monthly report of calls logged and work orders created, PO reports, PPM reports etc.
- Update and maintain all relevant records
- Compile and prepare stats as and when required by your manager

**Code of Conduct**:

- Undertake such other responsibilities as directed by Management that will drive sustainability.
- Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
- Take responsibility for one’s own performance.
- Promote TFS’s & Hwawei’s image and corporate citizenry through deliberate and co-ordinated activities.
- Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
- Ensure TFS ethical values are adhered to.

**Skills and Competencies**:

- A customer-oriented and professional attitude
- An outgoing personality
- Outstanding communication abilities
- Excellent organizational and time-management skills
- Helpdesk Operator Experience
- Knowledge of a Helpdesk Package advantage
- Knowledge and understanding of SLAs
- High degree of computer literacy (MS Word, Power Point, Excel)
- Excellent Communication Skills and Relationship Management Skills
- Excellent report writing skills
- Problem solving and Analytical Skills
- Financial and business acumen
- Flexible wrt to working times i.e. working shifts
- Emotional Intelligence: ability to work with colleagues who have different ways of behaving and interacting.
- Resilience: ability to cope with setbacks.
- Ability to work unsupervised.
- Self-disciplined, motivated, energetic self -starter with an exemplary work ethos.
- Capability to interact with both internal and external customers at all levels.
- Ability to maintain confidentiality.
- Attention to detail with a methodical and structural approach.
- Results focussed and professionalism
- Ability to multitask
- Ability to follow established procedures.
- Ability to work under pressure.
- Project a professional and competent image at all times when on duty.
- Ability to resolve conflict.
- A

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