Customer Service Representative

Global Workplace Solutions (GWS) – We are a leading global provider of integrated facilities and corporate real estate management. Every day our dedicated employees in 75 countries plan, operate, manage and renew workplaces. Many of the world’s largest companies trust us as their outsourcing partner – some for more than 25 years – because we work in their best interest and do what we say we will do. Today we manage real estate portfolios totaling more than 1.8 billion square feet – bigger than the area of Washington D.C. or Paris.
* Global Request Management Customer Service Representative provides service calls and processes work orders in a professional and diligent manner. Individual is a first impression of Johnson Controls brand.  Role is focused on Customer Experience  and efficiencies.
* Relationships of the role are both Internal – with Johnson Controls Staff, and External – Clients, Strategic Partner.
* Direct face off with clients from multiple portfolios. Must ensure that they are knowledgeable on Customer Service procedures, processes, and platforms to fully provide a best in class customer experience.
* Demonstrate extensive knowledge, understanding and awareness of facilities management issues effectively interpreting the described situations to enable a satisfactory resolution to customer requests
* Respond in a professional and courteous manner to every caller, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation.
* Identify and deliver robust escalation and effective liaison for all incidents working in partnership with supplier partners, site based teams and unit managers as required.
* Maintain awareness and contribute to the achievement of KPI and quality standards.
* Ensure timely management of complaints maintaining efficient and professional communications with all parties.
* Maintain and keep up to date with information, processes and procedures supporting continuous improvement and innovation to service delivery.
* Provide statistical analysis of information for client reports and project work by use of customized reporting from a variety of different databases.
* Provide clerical and administrative support including email boxes, customer satisfaction surveys, meeting room booking reports, courier requests and any ad-hoc requests as required.
* 1+ year experience at Helpdesk or Call Centre is welcome, but not a pre-requisite.
* Advanced, fluent English.
* Active German and/or French is a great benefit. 
* Customer service skills.
* Communication and listening skills.
* Meticulous and able to work inter-dependently.
* Proactive and self-driven.
* Must be a team player committed to working in a quality environment
* Computer literacy skills.
* Problem solving/trouble shooting skills.
* Highly engaged and willingness to learn
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ID: 1815403  Dátum zverejnenia: 28.7.2014  Pracovná ponuka je prevzatá z inej stránky alebo zdroja. Základná zložka mzdy (brutto) a ďalšie odmeny: By agreement