Call Centre Agent - Full Time

Job Description

Job Title:HELPDESK ADVISOR

Reports To: Helpdesk Lead

Location: Leeds Gateway

Job Purpose:

First point of contact for customers when contacting CBRE either via phone, email or SI Request.

Ensure a prompt, professional and efficient customer service. Accurately record service requests and proactively escalate issues to the operational support team.

• Full time (40 hours) working 5 days over 7 to include one weekend day

Hybrid working solution

Role Summary

• Have a clear and professional telephone manner.
• Respond quickly and efficiently to incoming telephone in line with client service levels.
• Accurately record details of the caller, problem and severity and ensure that the Helpdesk Lead is aware of situations which could develop into issues and impact the client.
• Attention to detail when obtaining and inputting information.
• Dispatch calls to engineers and vendors in timely manner with accurate details recorded in the job with correct priority and processes followed. Ensure you are utilizing key documents and materials to accurately dispatch.
• Monitor and action email inboxes promptly and efficiently.
• Be proactive and driven in ensuring an excellent customer journey is provided.
• Understand procedures and processes and operate them to the required standard.
• Participate and engage in regular training on commercial and contract processes, such as Lifecycle of a Work Order.
• Through training and experience you will gain an in-depth knowledge of FM helpdesk products and industry standards.
• Identify any potential areas of improvement and highlight to your Helpdesk Team Lead.
• Attend and engage in relevant meetings, when required.

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Out of Hours:

• Monitor reactive and maintenance performance for each engineering sector to assist in meeting SLA levels.
• Manage customer chase and escalations to the work orders attendance SLA.

Person Specification/ Requirements

Essential Desirable

• Knowledge of computer

Education

• Strong verbal communication skills
• Microsoft Word – Basic knowledge in Customer Service
• Microsoft Excel- Basic knowledge Call Handling Skills
• Experience of working with and developing KPI’s and measurement information in a similar environment
• A basic understanding of business and Understands the customer-facing environments. requirements of operating

Knowledge

• Been a part of a high-performing team.

Experience

• Must demonstrate a strong sense of customer focus
• Excellent verbal and written communication skills
• Self-motivated and systematic
• Results/task orientated
• Aptitude Attention to detail and accuracy
• Excellent time management and organisational skills
• Commitment to continuous improvement
• Ability to work as part of team and individually

Circumstances

• Committed to service delivery excellence
• Honest and Reliable
• Confidential and discrete approach
• Calm manner and able to work under
• Core Competencies
• pressure dealing with conflicting priorities
• Smart appearance
• Flexible

Please Note:

All details are provided for guidance only; they do not necessarily limit the responsibilities and accountabilities of the job. Full details of employment terms are provided within offers of employment, and appropriate policies within the Company.

Job Types: Full-time, Part-time, Permanent

Pay: From £24,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee mentoring programme
• On-site gym
• On-site parking
• Paid volunteer time
• Referral programme
• Work from home

Schedule:

• 8 hour shift
• Weekend availability

Application question(s):

• Confirm happy to hybrid work upon completion of induction and training

Education:

• GCSE or equivalent (preferred)

Experience:

• Telephone -Customer service: 1 year (preferred)

Work Location: Hybrid remote in Leeds, LS9 8AU

Reference ID: CBRE Helpdesk Advisor

Job Types: Full-time, Permanent

Pay: £24,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Referral programme
• Work from home

Schedule:

• Day shift
• Every weekend
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Marsh Lane | Leeds, LS9 8AU: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: Hybrid remote in Marsh Lane | Leeds, LS9 8AU

Application deadline: 17/05/2024
Reference ID: CBRE Central Advisor