Summary
AtkinsRéalis is seeking a Help Desk Agent in Riyadh to manage client service requests received by phone, email, web requests and walk-ins. The role involves resolving inquiries, updating records, following up with customers and escalating complaints when needed. Candidates should have customer service or call center experience and knowledge of facility management and service request procedures. A high school diploma or GED with relevant experience is desired; English and Arabic, SAP and Microsoft Office skills are noted as advantages or requirements.
The posting
As published on atkinsrealis.com. Pulled from the employer's site and shown as they wrote it.
Job Description
SUMMARY
Manage the client service requests via inbound and outbound telephone calls, e-mails, web requests and walk-ins.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide prompt resolution to customer inquiries by providing appropriate and accurate information
Accurately document and update records in required systems
Follow up in a timely manner to ensure customer satisfaction
Understand all programs, systems, and procedures necessary to perform job effectively
Where applicable, communicate with customers to attempt to bring resolution
Communicate feedback and progress to management
Maintain diplomacy and tact when dealing with upset or escalated calls
Escalate customer complaints and/or calls through the appropriate channels to management
Provide feedback to management concerning possible problems or areas of improvement
Make recommendations to implement improved processes
Perform other duties as assigned by management
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.
EDUCATION and/or EXPERIENCE
High School Diploma or General Educational Development (GED) certificate with equivalent relevant work experience desired.
Knowledge and understanding of facility management environment
Knowledge, understanding, and compliance with Service Request policies and procedures
Previous customer service and/or call center experience is a must
Bi-lingual (English and Arabic) is an advantage
Knowledge in SAP is an advantage
ATTRIBUTES
Ability to maintain the highest level of confidentiality
Proficient personal computer skills, including Microsoft Office
Excellent interpersonal, written, and oral communication skills
Ability to work in a team fostered environment
Ability to work in a multi-tasked environment
Ability to prioritize and organize work
Ability to adapt to a flexible schedule.
COMPUTER SKILLS
Proficient with Microsoft Office
Worker Type
Employee
Job Type
Regular
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