Customer Support Coordinator

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  • Permanent
  • £25,000 - £28,000 (GBP)
  • Weybridge, England, United Kingdom
  • ASAP

We're looking for a Customer Support Coordinator with excellent communication skills, a personable nature and a can do attitude - fully onsite moving to hybrid model at up to max £28k plus 10% personal bonus.

Description

We're looking for a Customer Support Coordinator with excellent communication skills, a personable nature and a can do attitude - fully onsite moving to hybrid model at up to max £28k plus 10% personal bonus.

Tasks:

  • Answering all incoming calls
  • Monitor helpdesk inbox
  • Create Support tickets and updating support call system as required
  • Monitoring and management of support call queues
  • Liaise with Engineers supervising their activity on support calls to completion
  • Manage company databases
  • Develop and maintain escalation procedures in line with management approval
  • Liaise with Managers and provide any necessary information
  • Assist with Administrational tasks as and when required
  • Schedule engineer Rota’s

Responsibilities:-

  • Answer the telephone in a clear and professional manner logging support calls in a timely manner on the system as required.
  • Ensure detailed information of customer support and all other calls is obtained.
  • Monitor the primary e-mail inbox ensuring a timely and friendly response as required while updating of support calls or logging of new support calls on the system as required.
  • Update the job system precisely and efficiently with call and e-mail detailed information obtained
  • Liaise with engineers to understand their skills and knowledge to manage their activities in a fair and efficient manner.
  • Allocate and manage progression of support calls across the team ensuring timely updates are logged on the system and communicated through to customers in a timely and professional manner through to completion.
  • Ensure customer, supplier and company information updated on relevant databases in an efficient and timely manner to ensure accuracy of data and procedures at all times.
  • Develop and maintain escalation procedures for management approval then ensuring they are implemented and adhered to at all times .
  • Promptly escalate problems or issues to a member of the management
  • Ensure administration tasks are completed in a clear & timely manner
  • Perform any task reasonably requested of you
  • Act in accordance with instructions from the Company
  • Be professional & polite with customers, suppliers and colleagues at all times
  • Provide assistance to any member of the Company
  • Follow the Company’s training program
  • Always act in the best interest of the Company
  • Inform Managers of any business opportunities that you discover
  • Adhere to the processes and systems for Risk and Health and Safety Management within the company, including workplace assessment and risk assessment.

Skills

Business Activities
Data Analysis
Escalation Management
Planning & Scheduling
Financial Services Expertise
Monitoring
IT Infrastructure Expertise
Database Adminstration
Management Areas of Responsibilities
Customer Services
Helpdesk
Marketing, Advertising and PR
Customer Relationship Management
Service Delivery Scope
Support

Industry Experience

IT company