FM Helpdesk Manager

FM Helpdesk Manager

Job ID

193925

Posted

22-Nov-2024

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Customer Service, Facilities Management

Location(s)

Reading – England – United Kingdom of Great Britain and Northern Ireland

About the Role:

As a CBRE Help Desk Associate, you will be responsible for delivering exceptional customer service while recording detailed and accurate information from a high volume of inbound and outbound calls and emails. .

This job is part of the Call Center job function. They are responsible for providing end-to-end support to resolve customer inquiries or concerns. .

What You’ll Do:

• Act as a primary contact for customers and staff. Troubleshoot and resolve problems of complexity.

• Maintain accurate records of interactions with customers and recurring problems.

• Ensure an efficient service by identifying needs, process improvements, opportunities, and weaknesses within the department and team.

• Promote, develop, and maintain strong relationships between departments and with customers.

• Coach and mentor helpdesk team members.

• Identify training needs to ensure the staff is educated to achieve business needs.

• Gather and analyze data to identify and solve complex problems that arise with little or no precedent. May recommend new techniques.

• Impact own team and other teams whose work activities are closely related.

• Suggest improvements to existing processes and solutions to improve the efficiency of the team.

What You’ll Need:

• High School Diploma or GED with 3-4 years of job-related experience.

• A comprehensive understanding of a range of processes, procedures, systems, and concepts within own job function is required.

• Advanced organizational skills with an inquisitive mindset.

• Ability to evaluate and communicate unusual and complex content in a concise and logical way.

• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.

• Advanced math skills. Ability to calculate advanced figures such as percentages, discounts, and markups.

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