Administrator-Customer Helpdesk

الوصف الوظيفي
Brief Summary of the position

Customer Helpdesk administrator receives orders via phone, email, or post, which they respond to and process accordingly (Service Now). It’s important that orders are processed on time and to schedule so that customers know when they’ll receive their order.
Customer Helpdesk administrator deals with customers directly by answering phone calls and emails and needs to think quickly and creatively in these interactions to provide a good brand image and great customer service.
If a customer has an issue with a product or their order, customer helpdesk administrator handles it in a professional and polite manner. Strong customer service skills are vital to this part of the role.
Key Responsibilities, Tasks and Activities

(in descending order of importance)

R: Responsible

A: Assisting

A - Interacting with clients to solve their issues and needing’s.
R - Creation of work orders in Service NOW
R - Communication with customers about the progress of their tickets
R - Keeping track of purchased equipment (installed base)
R - Planning maintenance activities included in care.pack contracts
R - Feedback to after sale service for business opportunity
R - Dispatching Field Service Technicians
R - Operations team document controller, permits, etc
R - Creating and monitoring of JIRA claims including repair items
R - Daily closing of Service NOW Service Reports
-Set up procedures and control mechanism in order to secure correct and billable service & annual fee orders

-Monthly visit to customer for submission of monthly report; Checklist PPM

A - Spareparts inventory forecast
R - SLA monitoring database update
R - Work closely with OM for parts needed for SLA site
R - Sending of billing report to customer for accidents and follow up confirmation
Network of relations

Main peers and contact points (internal & external) optional

1. Operation Manager

2. Help-desk team

3. Service management team

4. Project Management

5. Order Management

6. Final customer

المهارات
Qualifications and Experience

Education and background:

College degree

Sales experience and technical background with commercial understanding or

working experience in similar positions

Years of experience: 0-5

Skills and Knowledge (functional and methodical)

• Customer service – customer Helpdesk administrator spends a lot of their day

talking and communicating with customers, so remaining professional and friendly always is crucial

• Teamwork – this job involves working with colleagues towards shared company

and team goals, so customer helpdesk administrator must work well with people from all walks of life

• Communication skills – customer helpdesk administrator should be strong

communicators, as they need to provide a consistently great experience for customers

Languages, e.g. English fluent (written and vocal): English and Arabic

Social and Personal Competences

• Good level of stress tolerance and resilience

• Being able to deal with all types of people

• Being self-motivated.

• Being able to work alone AND with a team

• Strong communication skills, including active listening and clear articulation

• Ability to solve problems and alleviate conflicts or escalate tactfully

• Ability to multitask, manage time, and prioritize

Expected Start Date: 01/02/2022

Job Types: Full-time, Permanent

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة الخدمات الفنية والتركيب
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأقصى: 5
منطقة الإقامة دبي, الإمارات العربية المتحدة
الشهادة دبلوم

https://www.bayt.com/ar/uae/jobs/administrator-customer-helpdesk-4472978/