Helpdesk Operator Job Details | ENGIE
UNITED ARAB EMIRATES IT development
Job description
Job Purpose:
Provide exceptional customer service, support, communication, answering customer queries and resolving
complaints.
Key Responsibilities:
· Answer incoming calls and make outbound calls.
· Handle complaints, provide appropriate solutions and alternatives within the time limits,
and follow up to ensure resolution.
· Take customer details and record the request in the ticketing system.
· Advise the caller of when to expect a first line of response.
· Allocate the request to the designated Service Provider and inform other concerned parties as appropriate.
· Be aware of multiple calls regarding the same issue and advise accordingly.
· Contribute to team effort by accomplishing related results as needed.
· Escalate issues to concerned parties according to the escalation matrix and inform the caller.
· Advise on company information
· If required, closely monitor the progress of all jobs until closed and verify that the Service Provider has completed with
sufficient information on work performed.
· Any other customer facing activity as instructed.
· Support in data management tasks and other tasks given by management.
Skills Required:
· Strong command of the English language. Bilingual, a plus!
· Strong organizational skills, interpersonal skills and a positive attitude
· Strong verbal and written communication skills.
· Conflict resolution / problem solving.
· Strong communication and interpersonal skills.
· People oriented.
· Great multi-tasking abilities and attention to detail.
· Technology savvy.
Qualifications & Experience:
· 0 – 3 years.
· Minimum High School Graduate or Equivalent.
· Excellent interpersonal and customer service skills.
· Experience working in a call centre or customer support role a plus.
· Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, and Outlook.
· Willing to work in shifts.
Business Unit: GBU Energy Solutions
Division: ESI AMEA - GCC & Pak - UAE
Legal Entity: ENGIE Cofely Energy Services LLC
Contract Type: Permanent
Job Type: Full - Time
Professional Experience: Junior (experience < 3 years)
Education Level: Bachelor's Degree