Helpdesk Agent

Work Dynamics - Integrated Facilities Management

POSITION GOALS

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)

KEY PERFORMANCE MEASURES

• Uninterrupted site operations
• Client Satisfaction
• Continuously improving service

EMPLOYEE SPECIFICATIONS

KEY COMPETENCIES

• Sound interpersonal skills to manage diverse range of service providers and Client representatives
• Sound written and oral communication skills
• Demonstrated ability to manage multiple and complex operational matters on a daily basis
• Working knowledge of EHS Regulations
• Sound computer skills in Microsoft Office

LEADERSHIP

• Represent Jones Lang LaSalle by behaving consistently with cultural and company requirements.
• Provide services to the accounts cultural and company requirements.
• Work towards objectives unsupervised.
• Be willing to assist colleagues.

PERSONAL EFFECTIVENESS

• Provide an effective contribution to the teams delivery.
• Contributes via regular feedback, to the overall performance of the delivery team.
• Works towards individual targets, monitor and manages individual performance.

DECISION MAKING

• Be able to make difficult decisions and resolve problems or improve operations.
• Actively search-out opportunities to achieve better or best results and increase the service delivery provided by Jones Lang LaSalle.

RELATIONSHIP BUILDING

• Promote open, constructive and collaborative relations with superiors, subordinates, peers and clients.
• Gains respects of superiors, subordinates, peers and clients.

COMMUNICATION

• Listens effectively and communicate through actions and example. Has strong written and oral communication skills.
• Regular reporting of the work accomplished and upcoming work

Scheduled Weekly Hours: