Facilities Ticket Administrator

1 week ago

Manila, National Capital Region, Philippines Inspire Brands Asia Full time ₱200,000 - ₱250,000 per year

Key Responsibilities

  • Receive and log incoming tickets from Orbit 4, email, phone, and club staff with complete and accurate data.
  • Assess incoming tickets, set priority/severity and assign to appropriate OFM/vendor.
  • Create and assign Tickets in Orbit 4; confirm vendor acceptance and ETA.
  • Monitor SLAs and escalate when SLAs are at risk or beyond.
  • Ensure ticket fields, tags, photos and attachments are complete and standardized.
  • Produce daily/weekly/monthly dashboards and reports (volume, open/closed, SLA compliance, vendor performance).
  • Maintain and refine ticket templates, triage rules and workflows in Orbit 4.
  • Provide updates to club staff and ensure closure notifications are sent.
  • Archive old tickets and assist in procurement-related routing as needed.
  • Members Feedback assessment on the key issue.

Required Skills & Qualifications

  • 1–2 years experience in operations, customer service, or ticketing administration (preferably in FM).
  • Proficiency in Orbit 4 or similar CAFM/CMMS platforms.
  • Strong written and verbal communication skills (English & Filipino).
  • Good Excel skills (pivot tables, formulas) for reporting.
  • Strong attention to detail, process-oriented and organized.
  • Desirable: experience with vendor SLA management, Power BI, or gym equipment maintenance knowledge.

Behavioral Competencies

  • Problem-solver with strong ownership and follow-through.
  • Collaborative communicator across vendors, club managers, and internal teams.
  • Data-minded and proactive in reporting insights for improvements.

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