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FM Helpdesk Associate

C

CBRE Philippines

10 - 20K PHP
Full-time
15th Floor M1 Tower, 141 H.V. Dela Costa St., Salcedo Village, Makati City , Philippines, PH
Customer ServiceCommunication SkillsProblem SolvingConflict ResolutionEmpathyTime ManagementTechnical SupportKnowledge of Web3Active ListeningData Entry
Job ID

222167

Posted

30-May-2025

Service line

Corporate Segment

Role type

Full-time

Areas of Interest

Customer Service

Location(s)

Makati City - National Capital Region - Philippines

Job Description

The primary purpose of this position is to provide help desk support in processing facilities service request received from end users received via phone, emails, and self-service tickets. The customer service representative is mainly responsible for work order management: creation, dispatch, and completion monitoring within the agreed SLA.

Working Hours

8:00am to 5:00pm

Flexible working arrangements ; work-from-home or work-on-site as required

Core Responsibilities

  • Manage volume of calls (inbound and outbound), emails, and self-service tickets
  • Gather relevant and complete details from the requestor to create a work order for site responders to resolve the issue
  • Identify customer, site responder needs, concerns, issues with urgency, critical thinking, professionalism, and efficiency; determining all resolutions necessary based on process standards
  • Dispatch the work orders on a timely manner including call outs as required
  • Manage work orders to ensure that work orders are completed within SLA
  • Identify and handle potential and actual critical or emergency requests
  • Provide excellent customer experience via phone and email channels in language of support as applicable (e.g. but not limited to Mandarin, Spanish, German, Dutch, Bahasa)
  • Expanded scope such as but not limited to:
  • Work Order Management
  • Reporting & Analytics
  • PPM Management
  • Data Asset loading
  • Switchboard
  • CMMS Admin
  • Purchase Order Management
  • Supervisory responsibilities
  • No formal supervisory responsibilities in this position. May provide training and assistance such as technical guidance to peers and new hires. May coordinate and assign tasks to co-workers within a work unit and/or project with team lead guidance

Qualifications

  • Bachelor's degree (BA/BS) from 4-year college or university required
  • Experience of 3 to 5 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience,
  • Microsoft Office proficient
  • Understanding of basic ISO and other external audit standards
  • Six Sigma Yellow Belt is preferred
  • Intermediate to advanced knowledge in Excel
  • Knowledge of PowerBI, Google Suite, Peoplesoft, ServiceNow, CMMS, MyBy, SI7 and Salesforce will be added advantage
  • Strong analytical and problem-solving skills
  • Quick learner and sharp attention to detail
  • Good coaching and communication skills
  • High standard and regard to quality and integrity
  • Excellent written and verbal communication skills
  • Ability to interact with different enterprise stakeholders, clients, and business partners
  • Extensive experience in account reconciliation
  • Results-oriented with an analytical mindset; strong problem solving and interpersonal skills
  • Strong time management and organizational skills
  • Ability to provide efficient, timely, reliable, and courteous service to customers
  • Ability to effectively present information

Company Perks And Benefits

  • Government Mandated Benefits
  • Hybrid Work Setup
  • Paid Leaves (15 SL and 15 VL annually)
  • HMO with up to three free dependents
  • Life Insurance
  • Annual Performance Bonus
  • Annual Merit Increase

Why CBRE Business Services Organization (BSO)

  • When you join CBRE Business services Organization (BSO), you become part of a global leader in commercial real estate and investment services that help businesses and people thrive.
  • At CBRE- Business services Organization (BSO), Our ambitious is for growth plan creating the space for dynamic colleagues to build a non-linear career path.
  • CBRE Business Services Organization (BSO) fosters a culture where we share commitment to excellence and believe the best work happens in connected communities where respect for each other is foundational.

CBRE Business Services Organization (BSO) is a part of CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world’s largest commercial real estate services and investment firm (based on 2022 revenue). The company has approximately 130,000 employees serving clients in more than 100 countries. CBRE serves a diverse range of clients with an integrated suite of services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.

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