- Answer all incoming phone calls and manage queries and requests accordingly from existing customers.
- Monitor and check jobs from the system liaising with clients and the wider Service team on any queries.
- Log jobs as per the agreed client matrix, liaising with clients directly and the Service team.
- Handle any chases or escalations received and escalate as per appropriate process.
- Triage and interrogate remote system data to diagnose faults to support decisions on engineer attendance or remote call management.
- Organise the workload of the engineering team.
- Plan and direct engineering resource to ensure customer deadlines are met.
- Ensure customers are kept updated on the progress of outstanding works.
- Assist in ensuring the team follow established procedures and quality standards.
- Promote positive customer service, dealing with any customer concerns or escalations in a professional manner.
- Assess the needs of both customers and engineers to ensure balance is maintained in a busy environment.
- Alert management on issues and assist as required in the resolution of such matters.
- Understanding of customer contracts and assist in delivering to service level agreements.
- Running and distribution of scheduled and ad-hoc reporting as per contract / management requirements.
- Work with engineering and maintenance teams to ensure workload is completed and works are scheduled and actioned as required.
- Coordinate spares and parts procurement and scheduling of fitting.
Back to searchCustomer Service Coordinator
Pertemps Scotland
Posted 14 hours ago, valid for 17 days
Glasgow, City of Glasgow G62 6EP, Scotland
Full Time
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Sonic Summary
- The Helpdesk Coordinator position in Renfrewshire offers a salary of £23,756, with an increase after the probation period.
- This fully office-based role requires a minimum of 2 years of experience in a customer-focused environment.
- Responsibilities include managing incoming queries, organizing engineers' workloads, and ensuring customer satisfaction through effective communication.
- Candidates should possess strong problem-solving skills, a positive attitude, and proficiency in Microsoft packages.
- The role operates on a 35.5-hour week with flexible shift patterns, providing opportunities for career development within a supportive team.
