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.
Service line: GWS Segment
