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Customer Care Co-ordinator

3 months ago

Lichfield, Staffordshire, United Kingdom Ascom Full time
Does the idea of working for a fast paced team and providing excellent customer service sound like a role that you would excel at? If so, then a
Customer Care Co-Ordinator role with us might be perfect for you


As a
Customer Care Co-Ordinator, you'll work from our offices in Lichfield, Staffordshire, and will be at the forefront of all support and service activities.

You will be responsible for maintaining our customers with an accurate and timely update whilst also managing our return process from point of receipt, repair and return to Customer.


Your days will be filled with

  • Supporting Customers with their queries and issues via both E-Mail and Telephone
  • Ensuring timely responses to customer issues, responding to customer service requests effectively;
  • Providing support related services including complaint handling and faulty device returns;
  • Ensuring the delivery of excellent customer service through efficient and accurate handling and documentation;
  • Communicating with customers and colleagues, providing support with issues and proposing solutions;
  • Measuring customer satisfaction and reporting on opportunities to improve;
  • Escalating issues to the Technical Lines of Support Team where necessary;
  • Driving continuous improvement of processes to maximise performance, working to KPIs and performance delivery targets.
  • Manage the local and remote stock locations to ensure stock levels are kept at the correct levels and escalate any shortages or changes to forecasted demands.

Here at Ascom
You're not just a number, you're an individual with aspirations and that's important to us.

You can drive your own career and we're here to help you do that by:

  • Providing career progression through learning and development, internal opportunities, and being part of global and local initiatives and projects. But don't take our word for it, just ask some of our team members who have been with us for over 20 years
  • Giving you a realworld, firsthand experience about what it's like to work with technology that is at the forefront of the healthcare industry.
  • Making a difference and having an impact on the lives in your community.

We're looking for someone who has

  • Proven experience within a customer service focused role
  • Excellent customer service, communication and negotiation skills
  • Proficient in the use Microsoft Word & Excel and inhouse systems
  • The ability to prioritise and organise multiple tasks
  • Excellent organisational and IT skills Proficient in customer care techniques
  • Able to remain calm in difficult and challenging circumstances


To be considered for this role you must have the right to live and work in the UK (sponsorship is not available) and be able to work from our office in Lichfield, Staffordshire.


We are
A global solutions provider, focused on healthcare ICT and mobile workflow solutions.

Headquartered in Switzerland, our business spans across 18 countries and has been supporting the healthcare industry for close to 160 years by providing them with technology to enable them to support their communities.

Together we can make a difference in the lives of the people who benefit from our technology.