Helpdesk Agent
AtkinsRéalisSummary
SNC-Lavalin Arabia Co. Ltd. is seeking a Helpdesk Agent to manage client service requests through various channels including phone calls, emails, web requests, and walk-ins. The role involves providing prompt resolutions to customer inquiries, accurately documenting interactions, and ensuring customer satisfaction. Responsibilities include understanding company programs and systems, escalating issues as needed, and communicating feedback to management. The ideal candidate will possess strong interpersonal, written, and oral communication skills, proficiency in Microsoft Office, and the ability to work effectively in a team and multitask.
Required Skills
Details
- Posted
- ~Jun 28, 2026
Description
Job Description
Manage the client service requests via inbound and outbound telephone calls, e-mails, web requests and walk-ins
- Provide prompt resolution to customer inquiries by providing appropriate and accurate information
- Accurately document and update records in required systems
- Follow up in a timely manner to ensure customer satisfaction
- Understand all programs, systems, and procedures necessary to perform job effectively
- Where applicable, communicate with customers to attempt to bring resolution
- Communicate feedback and progress to management
- Maintain diplomacy and tact when dealing with upset or escalated calls
- Escalate customer complaints and/or calls through the appropriate channels to management
- Provide feedback to management concerning possible problems or areas of improvement
- Make recommendations to implement improved processes
- Perform other duties as assigned by management
- 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
Worker Type
EmployeeJob Type
RegularAt AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.