Helpdesk Agent📣 Job Ad

About the Helpdesk Agent Role

AtkinsRéalis is seeking a Helpdesk Agent to join their team in Riyadh. This full-time position is suitable for individuals with 0-1 years of experience, offering an opportunity to develop foundational skills in client service and technical support.

Core Responsibilities

The Helpdesk Agent will manage client service requests through various communication channels, including inbound and outbound telephone calls, emails, web requests, and walk-ins. A primary focus will be on providing prompt and accurate resolutions to customer inquiries, ensuring customer satisfaction through timely follow-ups.

• Manage client service requests via telephone, email, web, and walk-ins.
• Provide prompt resolution to customer inquiries with accurate information.
• Accurately document and update records in required systems.
• Follow up in a timely manner to ensure customer satisfaction.
• Communicate with customers to achieve resolution.
• Escalate customer complaints and calls through appropriate channels.
• Perform other duties as assigned by management.

Essential Duties and Communication

Effective communication is key in this role. The Helpdesk Agent will be expected to understand all necessary programs, systems, and procedures to perform their duties effectively. This includes communicating feedback and progress to management, maintaining diplomacy and tact when handling upset or escalated calls, and providing feedback on potential problems or areas for improvement. Recommendations for process improvements are also encouraged.

Required Qualifications and Skills

Candidates should possess strong interpersonal, written, and oral communication skills. Proficiency in personal computer skills, including Microsoft Office, is required. The ability to maintain the highest level of confidentiality is essential. Successful candidates will be able to work effectively in a team-fostered and multi-tasked environment, demonstrating the ability to prioritize and organize their work. Adaptability to a flexible schedule is also necessary.

• Ability to maintain the highest level of confidentiality.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team-fostered environment.
• Ability to work in a multi-tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to a flexible schedule.

Work Environment and Location

This is a full-time position based in Riyadh. The role operates within a professional environment that requires collaboration and efficient handling of diverse client interactions.