Job description
About Us: Established in 2011, Facilico Facilities Management is a leading provider of hard and soft FM services in the UAE. Known as the 'Ease-Experts' in the industry, we simplify the complexities of managing physical assets, buildings, and infrastructure. Safety, quality, and cost-effectiveness are core values that guide our operations.
At Facilico FM, we believe in creating a positive and supportive work environment that fosters growth and development. Our team is our greatest asset, and we are committed to investing in their success.
Job Purpose:
To provide comprehensive support to the FM Sales and Operations team by coordinating helpdesk functions, handling client communications, preparing and submitting quotations, tracking variable and AMC works, and ensuring timely reporting. This role acts as a key link between business development, operations, and client servicing within the Facilities Management framework.
Helpdesk & Operational Support:
- Convert calls, emails, and WhatsApp messages into Helpdesk tickets promptly.
- Raise service requests, assign tasks, and follow up on work completion with facilities teams (both hard and soft services).
- Maintain and update the Variable Works Tracker and AMC Tracker daily.
- Log tickets and updates accurately in the CAFM Software.
Sales Support & Coordination:
- Support the sales team in tracking business leads and opportunities.
- Coordinate with clients and internal teams for site visits, proposal follow-ups, and service feedback.
- Prepare, review, and format sales quotations in coordination with estimation and technical teams.
- Ensure submission of quotes to clients as per the defined process protocols (including reference numbers, ticket IDs, and supporting documents.
Reporting & MIS:
- Prepare Daily, Weekly, and Monthly Reports on:
· Raised tickets
· Quote submissions
· Quote approvals and follow-ups
· Client feedback and service KPIs
- Maintain documentation and filing of all correspondence and quote records.
Collaboration & Communication:
- Communicate effectively with the line manager, technicians, supervisors, and procurement team.
- Ensure proactive coordination between departments to meet client timelines and expectations.
- Respond to customer queries and escalate critical issues promptly to the FM Manager.
- Any other related work assigned by the line manager in line with job role.
Work Conditions:
- Office-based role with occasional need to coordinate with field teams.
- Standard working hours, with flexibility during peak periods.
Skills & Experience:
- Strong administrative and organizational skills.
- Good command over written and spoken English.
- Experience with CAFM software (preferred).
- Knowledge of facilities management operations and terminology.
- Proficient in MS Office (Excel, Word, PowerPoint).
- High level of attention to detail and accuracy.
- Ability to think proactively and take corrective action when needed.
- Customer service orientation and professional communication.
- Diploma or Bachelor's Degree in Business Administration, Facilities Management, or related field.
- 2+ years of experience in FM Helpdesk/Sales/Admin coordination roles.
- Prior experience in a Facilities Management company (preferred).
Job Type: Full-time