Jobs for People with MS: National MS Society

FM Helpdesk Associate (German Speaking)

Job ID

197956

Posted

13-Dec-2024

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Customer Service

Location(s)

Makati City - National Capital Region - Philippines

Job Description

The primary purpose of this position is to provide help desk support in processing facilities service request received from end users received via phone, emails, and self-service tickets. The customer service representative is mainly responsible for work order management: creation, dispatch, and completion monitoring within the agreed SLA.

Core Responsibilities

• Manage volume of calls (inbound and outbound), emails, and self-service tickets

• Gather relevant and complete details from the requestor to create a work order for site responders to resolve the issue

• Identify customer, site responder needs, concerns, issues with urgency, critical thinking, professionalism, and efficiency; determining all resolutions necessary based on process standards

• Dispatch the work orders on a timely manner including call outs as required

• Manage work orders to ensure that work orders are completed within SLA

• Identify and handle potential and actual critical or emergency requests

• Provide excellent customer experience via phone and email channels in language of support as applicable (e.g. but not limited to Mandarin, Spanish, German, Dutch, Bahasa)

• Expanded scope such as but not limited to:

• Work Order Management

• Reporting & Analytics

• PPM Management

• Data Asset loading

• Switchboard

• CMMS Admin

• Purchase Order Management

• Supervisory responsibilities

• No formal supervisory responsibilities in this position. May provide training and assistance such as technical guidance to peers and new hires. May coordinate and assign tasks to co-workers within a work unit and/or project with team lead guidance.

Qualifications

• Bachelor's degree (BA/BS) from 4-year college or university required

• Experience of 3 to 5 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience,

• Microsoft Office proficient

• Understanding of basic ISO and other external audit standards

• Six Sigma Yellow Belt is preferred

• Intermediate to advanced knowledge in Excel

• Knowledge of PowerBI, Google Suite, Peoplesoft, ServiceNow, CMMS, MyBy, SI7 and Salesforce will be added advantage

• Strong analytical and problem-solving skills

• Quick learner and sharp attention to detail

• Good coaching and communication skills

• High standard and regard to quality and integrity

• Excellent written and verbal communication skills

• Ability to interact with different enterprise stakeholders, clients, and business partners

• Extensive experience in account reconciliation

• Results-oriented with an analytical mindset; strong problem solving and interpersonal skills

• Strong time management and organizational skills

• Ability to provide efficient, timely, reliable, and courteous service to customers

• Ability to effectively present information

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)