Facility Helpdesk Executive (Bengaluru)

Title: Executive- Help Desk Business unit: IFM Reporting to: Assistant Manager- Helpdesk Direct Reports: NIL Description:- Seeking customer service representatives who are focused on providing prompt, courteous and skilled 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) .