Customer Experience Coordinator
Date: Jan 4, 2025
Location: St Albans, Hertfordshire, GB
About Franke
About the job
The Customer Experience Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments. This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.
Key Responsibilities
* Email and phone Management: Respond to all emails within 2 hours and calls within 3 rings.
* Customer Liaison: Be the primary contact for customer requests, addressing and resolving inquiries or concerns.
* Team Support: Assist team members by communicating specific customer needs or preferences to relevant departments.
* Administrative Duties: Maintain accurate records in SAP, generate and distribute reports.
* Troubleshooting: Resolve calls using videos, documents, advice from engineers, and troubleshooting sessions. Log and close calls as fixed over the phone to track remote resolutions.
* Credit Requests: Investigate all credit requests and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision.
* IOT Support: Utilise IoT to support customers with preventative services and maintain operational machines.
Requirements
Skills and Competencies:
* Exceptional organisational and time-management skills.
* Strong communication and interpersonal abilities.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.
* Ability to multitask and adapt to changing priorities in a fast-paced environment.
* Attention to detail and problem-solving skills.
Key Attributes:
* Proactive: Ability to anticipate needs and take initiative.
* Team Player: Works well with others and supports team objectives.
* Customer-Focused: Prioritises customer satisfaction and ensures high-quality service.
* Flexible: Willing to step into different roles and take on additional responsibilities as needed.
Working Conditions: May require extended hours during peak periods or special projects. Office based in our St Albans head office.
What we offer you
* Opportunity to work in a collaborative and innovative environment.
* Professional growth and development opportunities.
* Competitive salary and benefits package.
* Be part of a company committed to excellence and innovation.
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