Help Desk Executive
Geidea
مجموع سنوات الخبرة :10 years, 4 أشهر
Managing large amounts of inbound and outbound calls in a timely manner
Identifying customers’ needs, clarify information, research every issue and providing solutions
Seize opportunities to upsell products when they arise
Opening maintenance requests to clients
Opening paper orders for POS devices
Work with company CEO and/or Director to strategically plan HR initiatives that will
benefit company and encourage more efficient and beneficial work from
employees
Direct all hiring and training procedures for new employees
Organize, maintain and update employee HRIS information as needed
Coordinate and direct work activities for managers and employees
Foster cross functional relationships and ensure managers and employees are
properly connected
Regularly meet with employees for progress reviews and assessments discussing
any problems or grievances they may have
Attend to employee complaints and work to resolve conflicts
Initiate and implement any necessary changes to help boost worker productivity
(better assessment processes, incentive programs etc.)
Understand and adhere to all pertinent labor laws
Assist in the formulation of targets for individuals and teams
Hire and onboard new employees
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics such as call abandonment, calls waiting
Ensure adherence to policies for attendance, established procedures etc
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports