Job Description

English to follow

R\xc3\xa9sum\xc3\xa9 des fonctions

Le but de ce poste est de fournir des informations en r\xc3\xa9ponse aux demandes de renseignements sur les produits et services, et de traiter et de r\xc3\xa9soudre les plaintes.

T\xc3\x82CHES ET RESPONSABILIT\xc3\x89S ESSENTIELLES

Fournit un service \xc3\xa0 la client\xc3\xa8le en r\xc3\xa9pondant aux demandes de service entrantes, par t\xc3\xa9l\xc3\xa9phone, clavardage, courriel et demandes en ligne, de toutes les unit\xc3\xa9s d\'affaires sur des questions li\xc3\xa9es aux installations.

G\xc3\xa9n\xc3\xa8re et envoie des bons de travail de demandes de service pour qu\'ils soient ex\xc3\xa9cut\xc3\xa9s par les fournisseurs. Planifie les salles de conf\xc3\xa9rence et l\'\xc3\xa9quipement audiovisuel.

R\xc3\xa9pond aux demandes et aux pr\xc3\xa9occupations des clients. Fait un suivi aupr\xc3\xa8s des clients pour s\'assurer de leur satisfaction.

Met \xc3\xa0 jour le Syst\xc3\xa8me informatis\xc3\xa9 de gestion de l\'entretien (SIGE), la base de donn\xc3\xa9es du service \xc3\xa0 la client\xc3\xa8le et les feuilles de calcul en fonction des besoins avec les renseignements actualis\xc3\xa9s sur le service.

Communique avec le client pour obtenir de plus amples renseignements et lui communiquer les \xc3\xa9tapes du processus de bon de travail.

Ex\xc3\xa9cute, examine et distribue divers rapports sur le service \xc3\xa0 la client\xc3\xa8le, au besoin.

Peut g\xc3\xa9n\xc3\xa9rer et envoyer des bons de travail de demande de service pour qu\'ils soient remplis par les fournisseurs.

Peut aider \xc3\xa0 la formation des nouveaux employ\xc3\xa9s et des employ\xc3\xa9s temporaires sur les proc\xc3\xa9dures du Syst\xc3\xa8me informatis\xc3\xa9 de gestion de l\'entretien (SIGE), de la base de donn\xc3\xa9es du service \xc3\xa0 la client\xc3\xa8le, du courriel, du clavardage en direct et du centre d\'appels.

Fournit une assistance informelle comme des conseils techniques ou une formation \xc3\xa0 ses coll\xc3\xa8gues.

D\'autres t\xc3\xa2ches peuvent \xc3\xaatre assign\xc3\xa9es.

RESPONSABILIT\xc3\x89S DE SUPERVISION

Aucune

JOB SUMMARY

The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues.

Generates and dispatches service request work orders for completion by vendors. Schedules conference rooms and audio visual equipment.

Responds to customer inquires and concerns. Follows up with customers to ensure customer satisfaction.

Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.

Contacts customer for additional information and communicating the steps in the work order process.

Runs, reviews, and distributes various customer service reports as necessary.

May generate and dispatch service request work orders for completion by vendors.

May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures.

Provides informal assistance such as technical guidance and/or training to co-workers.

Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

Les candidats doivent \xc3\xaatre actuellement autoris\xc3\xa9s \xc3\xa0 travailler au Canada sans avoir besoin d\'\xc3\xaatre parrain\xc3\xa9s par un visa maintenant ou \xc3\xa0 l\'avenir.

Pour effectuer ce travail avec succ\xc3\xa8s, une personne doit \xc3\xaatre en mesure d\'ex\xc3\xa9cuter chaque t\xc3\xa2che essentielle de mani\xc3\xa8re satisfaisante. Les exigences \xc3\xa9num\xc3\xa9r\xc3\xa9es ci-dessous sont repr\xc3\xa9sentatives des connaissances, des comp\xc3\xa9tences et des aptitudes requises.

Des mesures d\'adaptation raisonnables peuvent \xc3\xaatre prises pour permettre aux personnes en situation de handicap d\'effectuer les fonctions essentielles.

\xc3\x89DUCATION et EXP\xc3\x89RIENCE

Dipl\xc3\xb4me d\'\xc3\xa9tudes secondaires ou dipl\xc3\xb4me d\'\xc3\xa9tudes g\xc3\xa9n\xc3\xa9rales requis. Exp\xc3\xa9rience en centre d\'appels souhait\xc3\xa9e. Au moins deux ans d\'exp\xc3\xa9rience connexe.

CERTIFICATS ou LICENCES

Aucun

COMP\xc3\x89TENCES EN COMMUNICATION

Capacit\xc3\xa9 de comprendre et d\'interpr\xc3\xa9ter des instructions, de la correspondance courte et des notes de service, et de poser des questions de clarification pour s\'assurer de la compr\xc3\xa9hension. Capacit\xc3\xa9 de r\xc3\xa9diger des rapports et de la correspondance de routine. Capacit\xc3\xa9 \xc3\xa0 r\xc3\xa9pondre aux demandes de renseignements ou aux plaintes courantes des clients, des coll\xc3\xa8gues ou du superviseur.

CONNAISSANCES FINANCI\xc3\x88RES

Capacit\xc3\xa9 de calculer des chiffres simples comme des pourcentages.

CAPACIT\xc3\x89 DE RAISONNEMENT

Capacit\xc3\xa9 de comprendre et de suivre des instructions g\xc3\xa9n\xc3\xa9rales dans des situations normales. Capacit\xc3\xa9 de r\xc3\xa9soudre des probl\xc3\xa8mes dans des situations normales. Doit poss\xc3\xa9der des comp\xc3\xa9tences analytiques de base.

AUTRES COMP\xc3\x89TENCES et APTITUDES

Connaissance interm\xc3\xa9diaire des produits de la suite Microsoft Office Capacit\xc3\xa9 de taper 45 \xc3\xa0 50 mots par minute.

PORT\xc3\x89E DE LA RESPONSABILIT\xc3\x89

Les d\xc3\xa9cisions sont prises avec une compr\xc3\xa9hension g\xc3\xa9n\xc3\xa9rale des proc\xc3\xa9dures et des politiques de l\'entreprise afin d\'atteindre les r\xc3\xa9sultats et les \xc3\xa9ch\xc3\xa9ances fix\xc3\xa9s. Les erreurs de jugement peuvent avoir des cons\xc3\xa9quences \xc3\xa0 court terme pour les coll\xc3\xa8gues et le superviseur.

QUALIFICATIONS

Applicants must be currently authorized to work in Canada without the need for visa sponsorship now or in the future.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

High school diploma or general education degree (GED) required. Call Center experience preferred. Minimum two years of related experience.

CERTIFICATES and/or LICENSES

None

COMMUNICATION SKILLS

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.

FINANCIAL KNOWLEDGE

Ability to calculate simple figures such as percentages.

REASONING ABILITY

Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

OTHER SKILLS and ABILITIES

Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM.

SCOPE OF RESPONSIBILITY

Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

CBRE GWS

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry\'s most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.

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