Job Description
**This role is part of JLA group - DC products**
Overall purpose of the role: Logging repair and services jobs for engineer visits, and dealing with service and repair related customer enquiries. You will also be expected to retrieve Engineer job sheets and prepare paperwork to enable invoicing. Ensure repair and installation jobs are carried out within our agreed timeframes and liaise with engineering companies and customers to update them.
You must be extremely customer focused, with a keen eye for detail and able to manage your time effectively. You must want to resolve customer issues over the phone and be prepared to learn about our products and how they work to enable you to be able to assist Engineers and Customers remotely with technical issues. The ability to follow procedures and processes and make or suggest improvements where necessary is also essential.
Key Responsibilities:
Triage style approach for incoming calls from customers with repair requests
Deal with incoming Engineer calls to fault find and resolve issues whilst they are on site
Escalate repair requests to or network of subcontractors and deal with the paperwork and invoices from them, checking for accuracy and time on site etc.
Keep customers updated
Keep the database updated
Skills and Attributes:
Able to work well as part of a team
Excellent fault-finding skills and an analytical mindset
Applies previous work experience and logic to the role
Ability to work accurately and methodically
Good numeracy and IT skills
Good communication skills
Ability to plan and organise workload
Ability to accurately complete paperwork and count stock items
An understanding of health and safety requirements
Flexible approach to duties and tasks
Good understanding of customer deliverables and the impact of failure/cost of poor quality
Enjoys contributing to the team and works well individually
Optimistic and open to change
JBRP1_UKTJ