Title: Executive- Help Desk

Business unit: IFM

Reporting to: Assistant Manager- Helpdesk

Direct Reports: NIL

Description:-

Seeking customer service representatives who are focused on providing prompt, courteous and skilled customer service.
- Participate in all customer service training program sessions.
- Responsible for managing calls, emails, chat and tickets raised by employees at client offices.
- Adhere to the shifts and week-offs scheduled
- The job is on work from office model, ensure that it is followed
- Answer all phone calls promptly, follow telephone etiquette and ensure to be polite and composed while dealing with customers.
- Coordinate with internal site teams to address issues and resolve requests as per the SLA.
- Provide customer centric service, ensure to re-confirm with employees on the resolution provided before closing the request.




- Have complete knowledge on Tools and Applications used by Helpdesk.
- Be aware of and follow all SLAs.
- Follow-up with the site team on pending/open issues on a day to day basis.
- Ensure all the requests are attended in shift and hand over to the Shift in-charge at the end of the shift.
- Follow the standard operating process outlined in order to provide effective response to the customer.
- Ensure all required reports are shared in respective shift.
- Incorporate feedback from activities to improve performance.

Skill set:-
- Good verbal and written communication skills.
- Basic knowledge of MS Office and Outlook
- Voice and chat support experience (optional)

📌 Facility Helpdesk Executive (Bengaluru)
🏢 Genius Consultants
📍 Bengaluru