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.