Customer Services representative (fm)CBRE

JOB SUMMARY
The primary purpose of this position is to provide help desk support in processing facilities service request received from end users received via phone, emails, and self-service tickets. The customer service representative is mainly responsible for work order management: creation, dispatch, and completion monitoring within the agreed SLA.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage volume of calls (inbound and outbound), emails, and self-service tickets
Gather relevant and complete details from the requestor to create a work order for site responders to resolve the issue
Identify customer, site responder needs, concerns, issues with urgency, critical thinking, professionalism, and efficiency; determining all resolutions necessary based on process standards
Dispatch the work orders on a timely manner including call outs as required
Manage work orders to ensure that work orders are completed within SLA
Identify and handle potential and actual critical or emergency requests
Provide excellent customer experience via phone and email channels in language of support as applicable (e.g. but not limited to Mandarin, Spanish, German, Dutch, Bahasa)
Expanded scope such as but not limited to:
Vendor management
Process purchase orders
Process invoice
Preventive Maintenance / Asset loading in CMMS
Switchboard
Data entry
Audit service quality
SUPERVISORY RESPONSIBILITIES
No formal supervisory responsibilities in this position. May provide training and assistance such as technical guidance to peers and new hires. May coordinate and assign tasks to co-workers within a work unit and/or project with team lead guidance.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Bachelor's degree (BA/BS) from 4-year college or university is preferred
Minimum of 2 years work experience BPO Customer Service domain, preferably in Facilities Management or similar setting
Highest standards of ethics and integrity
COMMUNICATION SKILLS
Effective listening, empathy, building rapport, excellent written and verbal communication skills in language of support as applicable (e.g. but not limited to Mandarin, Spanish, German, Dutch, Bahasa)
Keen attention to detail
Great time management and organizational skills
Ability to provide efficient, timely, reliable, and courteous service to customers
TECHNICAL KNOWLEDGE
Requires ability to use multiple systems and tools (e.g. but not limited to Microsoft Office, Google Suite, CMMS, ServiceNow, MyBuy, SI7, Salesforce)
Ability to multi-task
Requires critical thinking and analytical skills to comprehend, interpret, resolve complex problems
AMENABLE TO WORK IN SHIFTING SCHEDULE INCLUDING WEEKENDS AND HOLIDAYS AND REPORT ONSITE OR WORK REMOTELY AS REQUIRED
WILLING TO BE ASSIGNED AT M1 TOWER MAKATI
CBRE GWS
CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.
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CBRE

Makati City, Metro Manila
Permanent
Full-time