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Helpdesk Coordinator

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates ENGIE Middle East Full time
Job Description

As a Helpdesk Coordinator at ENGIE Middle East, you will play a critical role in ensuring seamless customer service and support. Your primary responsibility will be to utilize and operate the CAFM Helpdesk system to receive and respond to customer inquiries in a timely and efficient manner.

Key Responsibilities:
  • Customer Inquiry Management: Receive and categorize customer calls, determine the type and response required, and enter the details of the request into the Helpdesk system.
  • Communication and Escalation: Advise customers on expected response times, allocate requests to designated Service Providers, and inform other concerned parties as necessary.
  • Issue Resolution: Be aware of multiple calls regarding the same issue and advise customers accordingly. Escalate issues to concerned parties and inform customers in the event of delays.
  • Progress Monitoring: Closely monitor the progress of all jobs until closure and verify that Service Providers have closed the job with sufficient information on work performed.
  • Customer Satisfaction: Close the loop with customers to ensure their satisfaction and carry out telephone surveys to gauge customer experience.
  • Additional Responsibilities: Support in CAFM and other technology-related activities, log and resolve CAFM-related requests, and assist with data management tasks and other tasks assigned by management.

This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment. If you are a customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.