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MacePeople
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Watford, Hertfordshire
Customer Service Helpdesk Operative
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Job Type: Full-time |
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Overview
The company Mace is an international consultancy and construction company that has delivered world class projects since 1990. Today we employ over 5,000 people across five global hubs in Europe, Middle East North Africa and India, North America, Asia Pacific and Sub-Saharan Africa. Mace Macro offers a complete facilities management service for companies anywhere in the world. Operating as a consultancy, managing agent or principal contractor, with a client base that includes global brands in over 40 countries. Four simple values guide our behaviour in our pursuit of a better way; Safety first - no compromise, Client focus - deliver on our promise, Create opportunity - for our people to excel, Integrity - always doing the right thing. We aim to attract the best and brightest people, whatever their background, to bring new perspectives to some of the most complex and inspiring projects around the world. The opportunity Be a part of our facilities management business that oversees work for leading organisations across the public and private sectors around the world. The role Customer Service/Helpdesk Operative To ensure customer satisfaction at all times. Your responsibilities will include: Ensuring that all telephone calls are dealt with in a professional, prompt and courteous manner. Ensuring all emails and faxes are handled correctly and promptly. Maintaining a high level of customer service while dealing with all helpdesk calls for all clients using the helpdesk systems provided. Assisting and support all new staff until they are fully competent in helpdesk procedures. Chasing up outstanding events. Contributing towards team achievement of established performance targets. Adhering to the company policy and procedure at all times. Undertaking all duties pertaining to the shift being worked. Ensuring effective handover of information and responsibilities at the end of any shift. Maintaining and delivering appropriate quality standards and processes at all times. Maintaining accurate records for all helpdesk calls. Completing and submitting timesheets. Printing reports from the helpdesk systems to ensure all outstanding requests are complete and cleared from the system. Assisting with general team administration and ensuring that all documentation is kept up to date. Assisting with the client reports. Reporting system faults. Responding to all client requests and escalating complaints. Ensuring appropriate use of language and terminology at all times, particularly around the operational desk. The requirements Your experience, knowledge and skills Experience in a multi-client helpdesk environment preferred but not essential Excellent customer service skills. Working knowledge of business applications/tools including MS Windows, Excel, Outlook, internet and system databases. Awareness of workplace health, safety and environmental issues. Awareness of building services. Familiarity with facilities management operations. Strong coordination and organisational skills. Expertise in problem solving. A good team player. Qualifications Excellent communication skills Works well within a team environment A good standard of general education. "Mace is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people to excel."