Help Desk Agent

Job Description

SUMMARY Manage the client service requests via inbound and outbound telephone calls, e-mails, web requests and walk-ins.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Provide prompt resolution to customer inquiries by providing appropriate and accurate information

Accurately document and update records in required systems

Follow up in a timely manner to ensure customer satisfaction

Understand all programs, systems, and procedures necessary to perform job effectively

Where applicable, communicate with customers to attempt to bring resolution

Communicate feedback and progress to management

Maintain diplomacy and tact when dealing with upset or escalated calls

Escalate customer complaints and/or calls through the appropriate channels to management

Provide feedback to management concerning possible problems or areas of improvement

Make recommendations to implement improved processes

Perform other duties as assigned by management

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.

• EDUCATION and/or EXPERIENCE

• High School Diploma or General Educational Development (GED) certificate with equivalent relevant work experience desired.

• Knowledge and understanding of facility management environment

• Knowledge, understanding, and compliance with Service Request policies and procedures

• Previous customer service and/or call center experience is a must

• Bi-lingual (English and Arabic) is an advantage

• Knowledge in SAP is an advantage

• ATTRIBUTES

• Ability to maintain the highest level of confidentiality

• Proficient personal computer skills, including Microsoft Office

• Excellent interpersonal, written, and oral communication skills

• Ability to work in a team fostered environment

• Ability to work in a multi-tasked environment

• Ability to prioritize and organize work

• Ability to adapt to a flexible schedule.

• COMPUTER SKILLS Proficient with Microsoft Office

• Worker Type Employee Job Type Regular At SNC-Lavalin, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

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