Helpdesk Support Associate

Country: occupied Palestinian territory

Organization: CTG

Closing date: 11 Jul 2023

CTG overview:

CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
Visit www.ctg.org to find out more

Overview of position:

We are looking for a customer focused individual to join our team as a Helpdesk Support Associate. In this role, your primary responsibility will be to provide prompt & exceptional service & support to both our staff & customers. You will play a crucial role in addressing inquiries, resolving technical issues & providing accurate information. Your strong communication & problem solving skills will be crucial in ensuring customer satisfaction & resolving technical issues efficiently.
The most effective Helpdesk Support Associate is truly happy to assist customers. They communicate with passion, patience & empathy, enjoying meaningful conversations & recognizing the benefits of effective communication. When necessary, Helpdesk Support Associate can empathize with customers & advocate on their behalf. They are skilled at collecting valuable customer feedback for CTG. Moreover, they excel at problem solving. In situations where they lack sufficient information to address a customer's inquiry, complaint, or request, they possess the confidence to troubleshoot, investigate & collaborate with other team members or the HQ team to find the best possible solution.

Role objectives:

Provide exceptional customer service by addressing customer inquiries promptly & professionally via various communication channels, such as phone, email, live chat, or in person.
Assess & resolve technical problems by guiding customers through appropriate troubleshooting steps or escalating complex issues to the appropriate internal teams for further investigation.
Ensure timely & accurate recording of customer interactions, inquiries, complaints & resolutions in the Helpdesk Management System (HMS).
Collaborate with cross functional teams to resolve customer issues & provide comprehensive solutions.
Maintain a deep understanding of CTG’s processes & policies to effectively address customer inquiries & provide relevant recommendations.
Adhere to established customer service guidelines, quality standards & performance metrics to meet or exceed customer satisfaction targets.
Continuously seek opportunities to improve customer service processes, workflows & knowledge base articles to enhance the overall customer experience.
Deliver precise, reliable & comprehensive information using appropriate methods, tools & documentation.
Effectively manage & resolve CTG customer complaints, offering suitable solutions & alternatives within specified timeframes; diligently follow up to ensure resolution.
Provide weekly updates on team accomplishments & progress.
Go above & beyond to actively engage CTG customers, exceeding their expectations.

Project reporting:

Key competencies:

Bachelor’s degree Business Administration or similar.
2 - 4 years of relevant work experience is required.
Fluency in English & Arabic is required for this role.
Clear & effective verbal & written communication to interact with customers professionally, convey information clearly & actively listen to their needs.
Ability to identify customer issues, analyze situations & find prompt & satisfactory solutions.
Ability to prioritize tasks, manage time efficiently & handle multiple customer inquiries simultaneously without compromising quality of service.
Capability to understand & empathize with customers' concerns, demonstrate patience & understanding & provide personalized assistance to meet their needs.
Willingness to adjust & adapt to changing customer demands, procedural changes, or unexpected situations, while maintaining a positive & customer centric approach.

Team management: