Job Description

ABOUT IWG

With over 3,000 locations in over 100 countries and 1,000 cities across the world, IWG is the global leader in the fast-growing Workspace-as-a-Service (WaaS) sector. As the owner and operator of internationally renowned brands like Regus, Spaces, Signature, Open Office, Basepoint and No.18, we provide local and global networks for all kinds of businesses. From independent sole traders and fledgling start-ups to the world's largest corporations, we provide cutting-edge, inspirational workspaces that support effective working and collaboration.

OUR LSC CORE VALUE

• We are all leaders – no matter our role, we choose to be great.
• We make it happen – we don't search for excuses; we search for solutions.
• We take ownership – we do the right things, we do them right.

JOB TITLE: ACCOUNT HELP DESK

Regus currently has openings for “ACCOUNT HELPDESK AGENTS” working within our Customer Service Team. As an Account Helpdesk Agent, you play a key role in assuring the customer service delivery to our customers. The Account Helpdesk Agent provides email and telephone support to our customers.

KEY RESPONSIBILITIES:

• To ensure that there is an appropriate owner, resolution path and date.
• To monitor inbound call queue, create tickets or cases that require billing resolution.
• To provide monthly root cause analysis on any client dispute.
• To develop and monitor Service Level Agreements between different functions.
• 2+ years’ experience of working in customer service capacity
• Ideally would have performed a similar role in call center or Admin role
• Proven ability to work cross-functionally
• Excellent negotiating skills/powers of persuasion
• Problem solver
• Ability to prioritize
• Ability to function in FAST paced environment, type and talk.

POSITION REQUIREMENTS:

• Ability to maintain a high level of accuracy
• Ability to maintain a high productivity/activity level
• Good administrative skills
• Proficient with MS office including Word, Excel, PowerPoint and Outlook.
• Ability to communicate effectively and professionally in local languages and English (written and spoken)
• Strong customer service skills
• Adaptable, we are an evolving department with intermittent updates to our workflow
• Demonstrated experience within a branded organization and ability to work with diverse and remote teams
• Organizational awareness. Takes a wider view of the company and business strategy