Helpdesk Agent

Atkins Realis Group

Key Responsibilities:

• Provide prompt resolution to customer inquiries by furnishing appropriate and accurate information.
• Accurately document and update records in the required systems.
• Follow up in a timely manner to ensure customer satisfaction.
• Understand all programs, systems, and procedures necessary to perform the job effectively.
• Communicate with customers to attempt to bring resolution, where applicable.
• 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.
• Process all requests pertaining to key services and organize all files related to Key Control.
• Perform mailroom functions including notification and keeping records of sent and received mails and packages.

This role requires excellent communication skills, attention to detail, and the ability to work effectively both independently and as part of a team.