Work From Home Service Desk Agent (ARCHIBUS EXP PREFERRED) - Quezon City
Service Desk Officer
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WHAT IS A Service Desk Officer?
Our awesome client, a leading/start-up company based in Australia is looking for a/an Service Desk Officer to be part of their Service Desk Team.
It's an exciting time to be joining the client - they have grown significantly over recent years and are transforming for future growth and opportunities to help our customers and people.
They are a leading provider of facility services, committed to provide better experiences and better outcomes to our customers and our people.
As a member of the the client team, you will have the opportunity to work with a supportive and friendly group of professionals who take pride in their work.
Required Skills and Qualifications
They are currently looking for an experienced Property Service Desk Officer who is the first point of contact for internal and external customers seeking assistance with property-related services.
Position Overview
The Property Service Desk Officer is the first point of contact for internal and external customers seeking assistance with property-related services. This role is responsible for handling customer queries, providing timely support, managing service requests, and ensuring smooth daily operations within the property support function.The ideal candidate will have excellent communication skills, a customer-first mindset, and the ability to work effectively in a fast-paced environment.
Key Responsibilities
Customer Support- Respond promptly and professionally to incoming phone calls, emails, and service portal requests.
- Provide accurate information and assistance to clients, tenants, and staff regarding property services and maintenance.
- Maintain a customer-focused approach in all interactions.
- Query Management
- Log, track, and follow up on service requests, ensuring issues are resolved within defined service level agreements (SLAs).
- Escalate complex queries to the appropriate teams or personnel when necessary.
- Maintain accurate records and documentation of all customer interactions and service outcomes.
- Support the coordination of property maintenance activities, including scheduling of trades and service providers.
- Monitor open jobs and ensure timely communication and resolution.
- Assist in the preparation of reports and dashboards related to service desk performance and issue trends.
- Utilize property and facility management software systems to log and manage work orders.
- Identify and suggest opportunities for improving service desk processes and customer experience.
- Contribute to knowledge base and standard operating procedures (SOPs).
- Oversees the planning, coordination, and execution of all activities to ensure optimal operational efficiency and safety.
- Day to day problem solving associated with the work.
- Develop and maintain strong client relationships.
- Strong communication and admin skills. continuously improve.