Helpdesk Agent

Job description

Discover Your Future at Daikin At Daikin DACE, we offer exciting career opportunities in an international environment where you can grow both professionally and personally. Join us and become part of a company that values development, innovation, and people. Are you a fresh graduate or a young professional seeking to start your career as a Helpdesk Agent? Do you have a natural talent for connecting with people and customer service is at the heart of what you do? If you want to join an expanding and ambitious multinational company, while seeking to challenge yourself, learn, and grow your career, this is a great opportunity to join us as a Helpdesk Agent ! The responsibilities of the Helpdesk Agent among others will include: Provide technical support to our internal and external customers via phone, email and/or chat platforms; ensure a seamless customer journey by providing accurate information in a timely and efficient manner as well as the right guidance. Take ownership and responsibility for all assigned enquiries; identify customer’s needs and use appropriate questioning and listening skills to offer appropriate solutions. Handle customer complaints by gathering data about the issue they are experiencing, understanding what is important for them, offering tailored solutions and following up to ensure the solution met their expectations. Escalate issues or support requests to Level II Support Group or Management and manage the ticket through resolution, keeping the customer well informed of updates and progress of request. Record, track and document all incoming Service Desk requests. This includes documenting all customer and support team communications, actions taken and customer interactions through final resolution. Managing online sales of maintenance contracts and extended warranty plans for existing customers, including the renewal of existing contracts. Build relationships with internal and external key stakeholders for operational and/or technical purposes, to exchange information and coordinate activities. Ensure a one team approach while working with work colleagues in order to provide a first class customer experience. Keep up to date with product and services, system changes and customer support team procedures and best practices. Working Hours and Shift Pattern: Full time, 40 hours per week over 5 days. Your shifts will be within the opening hours of Monday – Friday 8am – 6pm. Induction and Training: You’ll receive a comprehensive induction from our specialist trainers to set you up for success in your new role. We thrive on helping you become the best version of yourself so throughout your career with us, we will provide you with all the support and training necessary to enhance your professional development. Requirements The ideal candidate should have: University-level Education is considered an advantage. Up to 3 years of experience in customer facing/telephony environment will be a plus. Good working knowledge of the English language and MS Office. Knowledge of Customer Relationship Management Systems (CRM Systems) and SAP will be a plus. Job-Specific Skills: Customer focussed approach: exceptional customer service and organisational skills, active listening, strong customer liaison skills underpinned by strong communication skills, written and verbal. A mix of flexibility and resilience to deal with a variety of requests. Able to prioritise tasks, multitask and escalate issues as and if required. A strong problem solver and critical thinker who can work independently and as part of a team with willingness to learn. Capable to provide advice to non-technically aware customers both internally and externally. Be proficient in data entry, working to multiple deadlines with accuracy and high attention to detail. Ambassador across the organization for best practices in Technical Support in general. Benefits What we offer: Be part of an enthusiastic and passionate team. Work experience in an international leading company. Great opportunity to leverage and develop your business knowledge and skills. Competitive Salary Package and Annual Performance Bonus. Ticket restaurant Card (offered after 3 months of service). Special Employee Offers and Discounts. Please note that the Helpdes Agent role is based in Athens, Greece. Daikin Europe is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 14 200 employees across more than 57 consolidated subsidiaries. It has 15 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Poland, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People. Good climate starts with people Our employees are the beating heart of our company. At Daikin, you get to work in a positive environment backed by trust, creativity and continuous improvement. Together, we create our top-quality solutions by empowering talented teams. You will get plenty of opportunities to learn and grow. We are deeply committed to a diverse and inclusive workplace culture that reflects the communities we serve. Good climate starts with people.