Facility Helpdesk Executive

Title: Executive- Help Desk

Business unit: IFM

Reporting to: Assistant Manager- Helpdesk

Direct Reports: NIL

Description:-

Seeking customer service representatives who are focused on providing prompt, courteous and professional customer service.

• Participate in all customer service training program sessions.
• Responsible for managing calls, emails, chat and tickets raised by employees at client offices.
• Adhere to the shifts and week-offs scheduled
• The job is on work from office model, ensure that it is followed
• Answer all phone calls promptly, follow telephone etiquette and ensure to be polite and composed while dealing with customers.
• Coordinate with internal site teams to address issues and resolve requests as per the SLA.
• Provide customer centric service, ensure to re-confirm with employees on the resolution provided before closing the request.
• Have complete knowledge on Tools and Applications used by Helpdesk.
• Be aware of and follow all SLAs.
• Follow-up with the site team on pending/open issues on a day to day basis.
• Ensure all the requests are attended in shift and hand over to the Shift in-charge at the end of the shift.
• Follow the standard operating process outlined in order to provide effective response to the customer.
• Ensure all required reports are shared in respective shift.
• Incorporate feedback from activities to improve performance.

Skill set:-

• Good verbal and written communication skills.
• Basic knowledge of MS Office and Outlook
• Voice and chat support experience (optional)