Helpdesk Operator

PT CBRE Consultancy Services; Jakarta Pusat; On-site; IDR 44,640,000 - 66,960,000; Full time

Job summary

CBRE is seeking a customer service professional to respond to inquiries about facilities products and services, and to resolve complaints.

You will handle service requests via phone, chat, email, and online channels, generate work orders for vendors, schedule rooms and AV equipment, and update CMMS and databases.

Strong communication, a high school diploma, and call center experience preferred; typing 45-50 WPM and good MS Office skills are expected.

Qualifications

• High school diploma or GED required. Call Center experience preferred. Minimum two years of related experience.

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 inquiries and concerns. Follows up with customers to ensure customer satisfaction.
• Updates 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 training of new hires and temporary employees on CMMS, customer service database, email, Live Chat and Call Center procedures.
• Provides informal assistance such as technical guidance and/or training to co-workers.

Skills

MS Office proficiency

Typing 45-50 WPM

Communication skills

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

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 Center procedures.

Provides informal assistance such as technical guidance and/or training to co-workers.

Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

None

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 Center experience preferred. Minimum two years of related experience.

CERTIFICATES and/or LICENSES

None

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.

SCOPE OF RESPONSIBILITY

Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

About CBRE

Our 25,000 CBRE facilities management professionals and 13,000+ engineering and technical professionals help enhance your workplace environment and improve staff efficiencies by providing global consistency of service, combined with locally tailored, customizable solutions. We also provide self-performance of technical services in more countries than any other provider, helping ensure your office runs as smoothly as possible—regardless of location.

Our 25,000 CBRE facilities management professionals and 13,000+ engineering and technical professionals help enhance your workplace environment and improve staff efficiencies by providing global consistency of service, combined with locally tailored, customizable solutions. We also provide self-performance of technical services in more countries than any other provider, helping ensure your office runs as smoothly as possible—regardless of location.