Job Description - 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.
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