Job Information
CBRE FM Helpdesk Associate in Makati City, Philippines
FM Helpdesk Associate
Job ID
207307
Posted
25-Feb-2025
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Facilities Management
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:
o Work Order Management
o Reporting & Analytics
o PPM Management
o Data Asset loading
o Switchboard
o CMMS Admin
o Purchase Order Management
- Supervisory responsibilities
o 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
What's in it for you?
· Working alongside an experienced, well-established individual.
· 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
EQUAL OPPORTUNITIES
At CBRE, our unwavering commitment to diversity, equity and inclusion begins with you. We are strengthening our inclusive culture, so everyone feels safe, valued, and heard. Because when you belong, we all succeed.
We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability, or age.
CBRE Global Workplace Solutions (GWS)
As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building.
Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.
When you join CBRE, you become part of a global leader in commercial real estate and investment services that help businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service, and excellence - and we value the diverse perspectives, backgrounds, and skillsets of our people.
At CBRE, you have the opportunity to chart your own course and realize your full potential.
We look forward to hearing from you!
CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)