Posted: 12h ago
The role
Role Overview: Otis is growing, and we are recruiting a Customer Care Champion working within our Dispatching team, based in Leicester. The hours of work will be 8am-4pm.
Acting as the primary interface between our internal, external customers, and technicians.
On a typical day, you will: You are tasked with dispatching technicians appropriately according to the work orders created by the Call Handlers or when received by email.
As the primary interface for dispatching as well as with technicians and. Occasionally, customers may call for another query and need to be routed to the right Otis team.
Your role in these situations is to:- Dispatch WO's to the correct technician quickly after first verifying the issue remotely (XP), ensuring their response time is within SLA
- Provide the technician's ETA to customer when needed
- Manage your availability to receive technician and customer calls according to set performance KPI's
- Ensure WO's are updated within CRM so any Customer Care Center colleague has visibility of their status
- Maintain a high standard of call quality
- Dispatch maintenance or insurance field tasks with open WO's, or when requested by the field
- On occasions you may be requested to complete admin tasks when requested by the field
- On occasion CCC-Dispatcher may ...
