Helpdesk Operator - Fixed Term Contract

Who we are

We are the market leader in commercial real estate services and investments and provide an integrated suite of high-quality real estate services to our clients across Africa and the Middle East, including facilities management, advisory & transaction services, project management. We support predominantly corporate clients who buy services on a contracted basis all across the Middle East and Africa - even globally, depending on their portfolio.

Why choose us

Imagine more than just the future of work; with CBRE Excellerate, you can create it. As part of our global powerhouse, you'll find a culture that fosters an entrepreneurial mindset, where your best work is not just encouraged but celebrated. Collaborate with talented individuals, harness the support of unparalleled resources, and enjoy the journey as you grow both personally and professionally.

About the role:

This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.

What will you bring:

• Grade 12
• 1-2 years relevant Helpdesk Experience
• Computer Literacy

Skills required:

• Time management
• Attention to details
• Accuracy for processing
• Achieving deadlines
• Interpersonal skills
• Administration skills
• Telephone etiquette
• Customer experience
• Excellent communication
• Excellent listening skills
• Planning, Organising and Control own work effect

What you will be doing:

Call Logging:

• Timeously answered telephone/e-mail/fax calls handled in a friendly and professional manner
• Effectively deal with reactive requests from clients in a timely , Friendly and professional manner
• Accurate inputting of information on database / keeping reports up-to-date
• To generate, rework and re-route work orders as required
• Assign correct priorities and categories on all requests
• Faxed work orders (to service providers where applicable)
• To provide feedback on job progress
• identify and escalate situations requiring urgent attention
• To follow-up on call progress with internal and external service providers
• Assist in other work related tasks when required
• To plan, organise and control own work effort
• To communicate with all levels of Management
• Close off work orders when work is done
• To assist client in a polite and friendly manner
• Provide assistance to other operators when necessary
• Adhering to Facilities Helpdesk policies and procedures
• Ensure a high level of customer service is provided and maintained

Release planned preventative maintenance work orders

Customer and Client Satisfaction:

• Handled general enquiries or referred enquiries to alternative person/department
• Completed follow up calls to clients to, amongst others, determine client satisfaction.
• Deliver a professional service to the client as required.
• To be polite, professional and diplomatic at all times
• To be flexible to help in client needs
• Adhere to the health & safety regulations and requirements in the workplace
• Internal Customer / Clients response in Service Level Agreed time to queries or requests
• External Customer / Client response in Service Level Agreed time to queries or requests.

Newspaper:

• Administer subscriptions
• Administer daily newspaper

Text Services:

• Administer text requests
• Compile month end financials

Chauffeur Services:

• Administer Chauffeur request
• Compile month end financials

Compliance:

Adhere to the Company’s Safety, Health, Environmental and Quality Management System’s Policies & Procedures as applicable to the position

Ad Hoc:

Any reasonable action requested by management.