• 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
  
  

• 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
  
  

• 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
  
  

• 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.
  
  

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Please refer to job description.