FM Helpdesk Manager Job ID 193925 Posted 22-Nov-2024 Service line GWS Segment Role type Full-time Areas of Interest Customer Service, Facilities Management Location(s) Reading - England - United Kingdom of Great Britain and Northern Ireland **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. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)