Facilities Helpdesk Manager

3 weeks ago

Makati, Philippines CBRE Asia Pacific Full time

About The Role

As a CBRE Customer Service Supervisor, you will be responsible for overseeing the daily operations of the customer service center. 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

  • Supervise and support the call center staff, including monitoring, coaching, training, and evaluating the work team to ensure quality and productivity standards are met and/or exceeded.
  • Respond to escalated customer inquiries and concerns.
  • Review and evaluate system operations to optimize the effectiveness and efficiency of the customer service center.
  • Allocate resources between units to maximize efficiencies and meet customer needs.
  • Determine and prioritize workload and be prepared to make proactive resolutions to meet daily business demands.
  • Generate reports to measure productivity and perform an evaluation of data.
  • Assist with ad hoc reporting requests. Work with management to develop and implement incentive programs.
  • Have a direct impact on the team objectives as well as the objectives of related teams.
  • Resolve complex problems and identify appropriate approaches to existing solutions to accomplish team objectives.
  • May establish new techniques to ensure the team is able to meet its objectives.
  • Ensure personal and team outcomes have a positive impact on customer objectives.
  • Lead by example and model behaviors that are consistent with CBRE RISE values. Guide team through the application of basic knowledge of practices and procedures. Work to build consensus.

What You’ll Need

  • High School Diploma or GED with 5+ years of job-related experience.
  • Expert knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
  • Excellent organizational skills with a master-level inquisitive mindset.
  • Requires the ability to explain complex concepts or sensitive information.
  • Prior shift leader or supervisory experience preferred.
  • In-depth understanding of a range of processes, procedures, systems, and concepts within own job function and basic knowledge of related job functions required.

CBRE is an equal opportunities employer and welcomes applications from all qualified candidates.

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