Help Desk Operative

CBRE; Leeds; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading real estate services company in Leeds is looking for a customer service representative to manage inquiries and complaints through various channels. Applicants should possess a high school diploma and have at least two years of related experience, preferably in a call center setting. Key duties include answering service requests, updating customer service databases, and ensuring customer satisfaction. Strong communication skills and knowledge of Microsoft Office are essential for this role.

Qualifications

• High school diploma required; call center experience preferred.
• Minimum of 2 years of related experience.
• Intermediate knowledge of Microsoft Office products.

Responsibilities

• Answer service requests via phone, chat, email, and online.
• Generate and dispatch service requests for vendors.
• Respond to customer inquiries and follow up for satisfaction.
• Update databases and spreadsheets with service information.
• Prepare customer service reports as necessary.

Skills

Customer service

Communication

Problem-solving

Microsoft Office Suite

Typing speed 45-50 WPM

Education

High school diploma or GED

Job description

Leeds - England - United Kingdom of Great Britain and Northern Ireland

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 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.

Service line: GWS Segment