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Helpdesk Agent

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JLL

Jan 18

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1
  • Quick Apply

AI generated summary

  • You must be a graduate with prior helpdesk/customer service experience, strong multitasking and interpersonal skills, self-motivation, and a positive, solution-oriented attitude.
  • You will respond to customer inquiries, resolve complaints, collaborate with teams, manage tasks, meet performance metrics, and stay updated on tools and processes to adapt quickly.

Requirements

  • Educational Qualification: Must be a graduate.
  • Experience in Helpdesk/Customer Service: Prior experience in a helpdesk or customer service role is highly preferred.
  • Multi-tasking: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
  • Interpersonal Skills: Strong interpersonal skills and a team-player mindset are crucial for successful collaboration.
  • Self-motivation: Ability to work independently, manage time effectively, and meet deadlines without requiring constant supervision.
  • Positive Attitude: A professional and solution-oriented approach to all customer interactions.

Responsibilities

  • Customer Interactions: You will be the first point of contact for customers, responding to their inquiries through various channels like tickets, email, and chat.
  • Issue Resolution: Handle and resolve customer complaints or escalations in a professional and timely manner.
  • Collaboration: Work with internal teams to resolve issues and ensure customer needs are met.
  • Task Management: Manage multiple priorities effectively, ensuring that tasks are completed within deadlines.
  • Performance Metrics: Consistently meet or exceed service level agreements (SLAs), customer satisfaction scores, and other performance indicators.
  • Learning and Adaptation: Stay up to date with new tools, technologies, and process changes, and adapt quickly to these changes.

FAQs

What are the working hours for the Helpdesk Agent position?

The Helpdesk Agent position operates in a 24/7 environment with a rotational shift schedule, including weekends.

Is prior experience in a helpdesk role necessary for this position?

While prior experience in a helpdesk or customer service role is highly preferred, it is not strictly necessary. We are open to applicants with relevant experience in other industries.

What kind of customer interactions can I expect in this role?

You will be the first point of contact for customers, addressing their inquiries through various channels such as tickets, email, and chat.

Are there performance metrics I need to meet in this role?

Yes, you will be expected to consistently meet or exceed service level agreements (SLAs), customer satisfaction scores, and other performance indicators.

What qualifications are required for the Helpdesk Agent position?

A graduate degree is required for this position.

What type of skills are essential for success in this role?

Essential skills include strong interpersonal skills, the ability to multitask and prioritize, self-motivation, and a positive attitude towards customer interactions.

Will I receive training on tools or technologies used in the role?

Yes, you will receive training to stay up to date with new tools, technologies, and process changes.

Are there personalized benefits available for employees?

Yes, JLL offers a comprehensive benefits package that prioritizes mental, physical, and emotional health, tailored to support personal well-being and growth.

What is JLL's core commitment regarding diversity and inclusion?

JLL is committed to creating a diverse and inclusive culture, where all individuals feel welcomed, valued, and empowered to achieve their full potential.

Is the position based in an office or can it be done remotely?

This position is based in the office in Hyderabad, as it is not a remote role.

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JLL

We shape the future of real estate for a better world

Real Estate
Industry
10,001+
Employees

Mission & Purpose

We’re a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. We want the most ambitious clients to work with us, and the most ambitious people to work for us. Join us.

Benefits

  • Medical Plan

    Choose from three plan options: Standard, Plus or Basic, administered by UnitedHealthCare and, in limited locations, Kaiser Permanente. Health Savings Account (HSA) automatically comes with Plus or Basic plans and is Company-funded with $600 for employee coverage, or $1,200 for employee+1 or family coverage. 100 percent preventive care coverage is included with all plans.

  • Paid time off (PTO)

    Combines vacation, sick leave and personal time: 18 to 28 days per year, depending on your years of service and job level.

  • Enhanced Life Insurance

    Take advantage of group rates on optional coverage for you, your spouse/domestic partner and children at your own cost. Enroll when first eligible for the most favorable underwriting.

  • Parental Leave Pay

    Six weeks of paid leave at 100% of salary.

  • Flexible work arrangements

    May be available to help you balance work, family and personal commitments.