Helpdesk Operator

3 days ago

Abu Dhabi, United Arab Emirates Six Construct Full time

**Company Description** Six Construct**, a subsidiary of the BESIX Group, is the largest Belgian construction company operating in the Middle East. The company combines the efforts of a highly skilled workforce, along with strategic planning and innovative use of technology to overcome the most complex business challenges. Six Construct is a multi-services company that operates in the construction of commercial and residential buildings, sport and leisure facilities, infrastructure and marine-related projects. The company currently employs a workforce of 16,000 in the Middle East, and a total of 19,000 worldwide.
- Telephone Handling & Help Desk (CAFM)
- _ Answer inbound calls and log them on CAFM._
- _ Make outbound calls to process customer complaints._
- _ Maintain helpdesk-related documents._
- _ Ensure smooth coordination between help desk and operations._
- _ Maintain knowledge of helpdesk policies and procedures._
- _ Achieve key performance indicators (KPIs) and support team members._
- _ Proactively monitor and address outstanding maintenance calls._
- _ Gather feedback from departments and update customers._
- _ Coordinate with helpdesk operators._
- _ Ensure timely completion of work as per service level agreement._
- _ Update and maintain CAFM data._
- _ Issue maintenance plans monthly and ensure compliance._
- _ Complete task-related data loading on CAFM._
- _ Maintain efficient filing systems._
- Ensure compliance with company policies and procedures.
- Participate in special projects and support organizational functioning.
- Undertake additional duties as required for smooth departmental operation.
- Adhere to company policies and procedures.
- Promote and implement equal opportunities policies.
- Comply with safeguarding commitments.
- Manage risk and ensure compliance with health and safety policies.

**Qualifications**
- Minimum 2 years of relevant experience in customer service & call centre, preferably in Facility Management industry.
- Graduate in Higher Secondary School; Bachelor's degree in any stream is a plus.
- Sound knowledge in MS - Office, telephone etiquette, customer services certifications.
- Excellent communication skills in English & Arabic read & write Basic report writing skills.
- Team player.
- Customer Relationship Management
- The ability to listen to others understand and interpret their views analysis and provided advice/solutions.
- Excellent oral and written communication skills with the ability to communicate effectively with both technical and non-technical staff.
- Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organization.
- Must be able to set and negotiate priorities with the customer & contractors for themselves, and subsequently programs workload to achieve results and meet deadlines.
- Able to concentrate and focus on a range of issues.
- Capable of working in a demand driven service.
- Process and Procedure writing skills.

**Additional Information**
We believe our employees are key to our success, hence, we offer an inspiring working environment where our people feel rewarded & engaged. Career opportunities & training programs are offered to help you develop both personally and professionally and we offer attractive additional benefits to your monthly remuneration

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