Helpdesk Operator

CBRE, Inc.; Leeds; On-site; GBP 21,000 - 26,000; Full time

Job summary

CBRE, Inc. in Leeds is seeking a Customer Service Coordinator to respond to inquiries about facilities services and resolve complaints. You will manage service requests with vendors and update records.

Responsibilities include scheduling rooms and AV equipment, tracking work orders in CMMS, generating reports, and supporting new hires. Strong communication and basic MS Office skills are essential.

Qualifications

• High school diploma or GED required.
• Call Centre experience preferred.
• Minimum two years of related experience is suggested but not required.

Responsibilities

• Provides customer service by answering inquiries about facilities-related issues via phone, chat, email and online requests.
• Generates and dispatches service request work orders for vendors.
• Schedules conference rooms and audio visual equipment.

Skills

Customer service

Typing 45-50 WPM

MS Office

Education

High school diploma or GED

Tools

CMMS

Microsoft Office

Job description

JOB SUMMARY

The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• . Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues.
• . Generates and dispatches service request work orders for completion by vendors.
• . Schedules conference rooms and audio visual equipment.
• . Responds to customer inquires and concerns.
• . Follows up with customers to ensure customer satisfaction.
• . Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.
• . Contacts customer for additional information and communicating the steps in the work order process.
• . Runs, reviews, and distributes various customer service reports as necessary.
• . May generate and dispatch service request work orders for
  completion by vendors.
• . May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Centre procedures.
• . Provides informal assistance such as technical guidance and/or training to co-workers.
• . Other duties may be assigned.

COMMUNICATION SKILLS

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.

Ability to write routine reports and correspondence.

Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.

FINANCIAL KNOWLEDGE

Ability to calculate simple figures such as percentages.

REASONING ABILITY

Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

OTHER SKILLS AND ABILITIES

Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required. Call Centre experience preferred. Minimum two years of related experience.