Helpdesk / Customer Svc

CBRE GWS IFM PHILS. CORP.; Pasay; On-site; PHP 300,000 - 540,000; Full time

Job summary

CBRE GWS IFM PHILS. CORP. is seeking a customer service professional to handle facility-related inquiries via phone, chat, email, and online requests. The role involves generating vendor work orders, scheduling rooms and equipment, and maintaining CMMS data.

Ideal candidates have call center experience and at least two years of related experience, with strong communication and multitasking abilities to ensure high levels of customer satisfaction.

Qualifications

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

Responsibilities

• Answer incoming service requests via phone, chat, email and online requests from all business units on facility-related issues.
• Generate and dispatch service request work orders for completion by vendors.
• Schedule conference rooms and audio visual equipment.
• Respond to customer inquiries and concerns; follow up to ensure satisfaction.
• Update CMMS and customer service databases with updated information.
• Communicate steps in the work order process to customers.
• Run, review and distribute various customer service reports as needed.
• May assist training of new hires on CMMS and customer service procedures.

Skills

Customer service

Communication skills

Multitasking

Education

High school diploma or GED

Tools

CMMS

Job description

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

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.