Job Description

Key duties and Responsibilities of our Customer Service Co-ordinator

• Plan and allocate customer reactive call outs to team of regional Field Engineers.
• Co-ordination of machine installation/PM activities and exchange logistics with appropriate departments.
• At all times striving to meet customer contracted Service Level Agreements
• Prioritising, scheduling and recording service engineer activities.
• Logging these requests into the Siclops Service Management System, ensuring that call details are accurate and reflective of call type.
• Monitoring and chasing requested information and keeping customers, service team, sales team and other relevant people informed as appropriate.
• Check any missed calls from previous day.
• Escalating emerging major issues to Customer Service Supervisor and/or Service Manager.
• Interrogate the caller as required to diagnose the fault and to assist with a telephone fix as required.
• Ensuring the Service Desk telephones are promptly answered during all working hours.
• Receiving incoming enquiries from customers via telephone, fax, email and letter.
• Directly answering customer enquiries, or assigning these requests to the relevant personnel who can answer, tracking the response back to the customer to ensure 100% customer satisfaction.

Knowledge and Experience

• Strong administration and coordination skills
• Computer literate, preferably with experience in MS Office including Email, Outlook, Word and Excel
• Good attention to detail and excellent time management skills
• Excellent telephone manner and confident when dealing with customers
• Able to work efficiently and accurately in a pressurised environment
• Able to follow processes and work to strict timescales
• A history in either logistics, courier services or similar maintenance services would be advantageous but not essential
• A good general knowledge of geographical locations within the UK is required for this role in order to gain the most efficiency in your team

Required Knowledge, Skills, and Abilities