Customer Service Advisor - Doncaster, United Kingdom - CBRE

CBRE

Verified Company

Doncaster, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Posted- 13-Jul-2023- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Administrative- Location(s)- Doncaster - England - United Kingdom of Great Britain and Northern Ireland- Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios.

We are an organisation that has people at the heart of its culture and our aim for this account is to deliver an exceptional service to BT.Our BT Workplace team provide a full range of building maintenance services to their 7,000 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.

We encourage new ways of working, driving innovation, whilst always living to our RISE values.
Respect
Integrity
Service

ExcellenceThe role:
Customer Service Advisor

The first point of contact for the helpdesk, receiving and processing all customer and client calls ensuring they are dealt with effectively, and in a timely and professional manner.

To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner.

Key responsibilities are as follows:

Ensure that the relevant information is logged into the database to enable the accurate transfer of information for the allocation of work to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call
Provide an administrative support service to the team (including distribution of mail; typing; filing; and dealing with telephone calls) to maximise time and also ensure a good responsive to customer service.
Regularly review logged calls on the database, to monitor completion times, and ensure feedback is given to the caller in relation to their request.
Ensure completed and partially completed tasks are entered into the database, to maintain the current status of tasks outstanding
Follow the logging procedures for the whole unit and be the focal point for all calls.
Responsible for passing on instructions to staff, recording such action in response to calls, requests etc, to enable the contract to fulfil its performance targets.
Accountable for the completion of standard or nonstandard tasks within own area
Acts as part of a team to delivers activities which support operational objectives
Manages a variety of tasks and is able to plan accordingly within the shortterm
Makes decisions within parameters set by manager, using job/specialist experience
Interacts with stakeholders around specific work efforts and deliverables
Supports delivery of Health and Safety policy and standards
Supervises the activities of others to meet deadlines and quality standards taking account of impact outside area of responsibility
Identifies ways to reduce cost
Work within a given budget, usually without authorised spend of their own
May assist less experienced staff
Supports the delivery of a team and escalates individual performance issues

Person Specification:

Able to perform role to the required standard within a short period after completion of training
Previous experience working in a Call Centre environment desirable
Capable of using the Microsoft Office packages (Work, Excel, Outlook)
Experience of building good working relationships
Customer Focussed

Our mission:

To build a world-class business through exceptional service and exceptional peopleRESPECTWe act with consideration for others' ideas and share information openly to inspire trust and encourage collaboration.

INTEGRITYNo one individual, no one deal, no one client, is bigger than our commitment to our company and what we stand for.

SERVICEWe approach our clients' challenges with enthusiasm and diligence, building long-term relationships by connecting the right people, capital and opportunities.