To ensure continuity of customer care and support to the *** client base by utilising the various in-house individuals and departments.
This position requires a dynamic and pro-active person with a can-do attitude to assist the Service Manager in overseeing administration assistance and support to all customers, engineering staff and all others within the business to ensure that the levels of customer “aftercare” are achieved to the required company standards.
Position in the Organisation:
Responsible to: Team Leader/ Service Desk Manager
Direct reports: N/A
Works in conjunction with: All Departments
Main Duties and Responsibilities:
Provide support and consistent links to the *** client base and other departments at all times
Part of the Scheduling Team, who are the first line of communication for all customers into the business, ensuring the levels of customer support are achieved to the agreed contract standards.
To deliver continuity of customer care and support to the client base by utilising the various in-house individuals and departments
Scheduling /co-ordinating Engineers’ jobs in an efficient and timely manner ▪ logging of reactive calls
Monitoring Engineer attendance for SLA’s
Ensuring all return calls are dealt with quickly and efficiently at all times, within a minimum of 48hrs
Producing Daily Escalation report for any outstanding issues
Escalating any customer complaints or escalations
Ensure procedures are always adhered to
Attend team meetings
Attend internal, external meetings and training courses as and when required by Manager
Providing Helpdesk cover for Holiday and Sickness
Any other relevant duties as defined by the Manager
Key Skills Required:
Ability to work on your own without supervision
Organisational Skills
Good numeracy skills
Commercial Awareness
Flexible, Dynamic, Adaptable with a can-do attitude
Knowledge of CRM Systems
Ability to work to deadlines, this may require working later than the given working hours to ensure that engineer/customer requirements are completed
Flexible working hours as and when required
Person Specification - Essential Knowledge Skills and Experience:
The ability to work with initiative and confidence, and have an enthusiasm for customer service and sales related work
Experience of administrative work with the ability to prioritise tasks, work under pressure and to tight deadlines
Organisational abilities
A sharp eye for detail
Ability to following any verbal or written instructions accurately
Excellent written and oral communication and negotiation skills with the ability to deal with External customers colleagues and outside agencies at all levels
Good numerical skills
Good keyboard and computer skills including familiarity with standard MS office applications, in particular Excel and Word
Ability to work as part of a team
Driving License
Experience of sales environment
Flexible Working Hours
Desirable Knowledge and Skills:
Experience of working within a Sales/Office environment.
Experience of working within a Customer Care/Helpdesk environment
Experienced and familiar with the operation of “CASH” mentor or similar CRM system.
Experienced Co-ordination of sales staff, engineers – both service and installation across the UK.
Experience of invoicing and handling of relevant purchase orders
Experience of working as a team member or alone
Experience of MS office packages, excel, word and outlook