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.