Helpdesk Operator - Emirati National (Al Ain)

Job PURPOSE:

To provide a professional and effective service to the customer and to optimize customer satisfaction through
service excellence.

JOB RESPONSIBILITIES:

- Manage the inbound phone calls routed to helpdesk within the agreed SLA’s between S+ and Forsa.
- Adhere the standard communication “scripts” when handling the customer requirements.
- Identify customers’ needs, clarify information.
- Document all call information according to standard operating procedures on IFM designated Portal.
- Update all the relevant details of the customer into IFM designated Portal.
- Keep records of all conversations in our call center database in a comprehensible way on the IFM designated
Portal.
- Keep the supervisor informed of area activities and significant problems on the IFM designated Portal.
- Strong teamwork ethic and promotion of customer service excellence to both internal and external customers.
- Attend monthly meetings on the achievement reports.
- Comply with all processes and procedures (Human Resources, HSEQ, Finance, Information Technology,
Procurement, Operations) which include compliance with all applicable rules and regulations of the local labor
law.
- Other duties as assigned.

JOB SPECIFIC KNOWLEDGE & SKILLS:

- Accuracy of work with eye for detail in raising tickets on IFM designated Portal.
- Have the ability to listen carefully and effectively communications.
- Can professionally handle complaints.
- Accuracy of work with eye for detail in completing information’s on IFM designated Portal.
- Ability to demonstrate a friendly style and work effectively under pressure when needed.
- Demonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality
service to customers.


QUALIFICATIONS AND RELEVANT ROLES/EXPERIENCE:

- A BS degree holder of Business Administration.
- 2 years of experience in facilities management or construction.
- At least 2 years of experience in a customer services/call center environment or similar role.
- At least 2 years of experience as a user of any IFM designated Portal on creation requests.

- Emirati National.