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Customer Service Administrator

3 months ago

Nottingham, United Kingdom Astute Recruitment Ltd Full time

Job Brief:

A well-established business based in central Nottingham are looking for a Customer Service Administrator to join their growing team. As a Customer Service Administrator you will be working on a busy service desk and responding to and dispatching emergency callouts.

The Administrator is responsible for processing all tasks in relation to delivering customer’s scheduled maintenance activities. Communicating via customer portals, email and telephone

Duties include:

  • Taking inbound phone calls for the Service General phone line and handling Customer enquiries
  • Transferring Purchase Orders on Portals to CMS
  • Call logging and raising new orders
  • Liaising with Engineers regarding workloads, work not yet completed and assisting as required
  • Arranging Engineer and Manager hotel/train/ferry bookings
  • Ensuring customer portals and email inboxes are monitored daily to provide same-day responses
  • Promoting accurate record keeping of client interaction within the database amongst your team to improve overall communication and effective of delivery
  • Compiling daily and weekly reports for circulation within the Senior Leadership Team to keep internal stakeholder informed on team activity
  • Take ownership of customers issues and follow problems through to resolution Improve customer service experience, create engaged customers and facilitate organic growth
  • Meet all Customer KPI’s with regards to their administration processes
  • Managing grids on a daily basis alongside peers to ensure all calls and tasks are dealt with in a timely manner
  • Calling customers to book in services on behalf of Engineers
  • Demonstrate a proactive approach to work, assisting colleagues in all aspect of their work to meet Customer needs

Skills Required:

  • Accuracy at record keeping
  • Excellent time management skills
  • Ability to work well under pressure and prioritise workload
  • Listening skills - to understand exactly what customers require
  • Be able to build strong working relationships - internal/external
  • Behave in a calm professional and responsible manner
  • Problem analysis and problem solving

The Customer Service Administrator will have excellent communication skills and be able to build a rapport with customers. You will also be adaptable and be able to take initiative

In return you will be offered a salary of £24,000 to £26,000 depending on experience. Working hours are Monday to Friday 8:30am - 5:30pm with an hour for lunch; this is fully office based. Also, you will be offered 20 days annual leave plus statutory Bank Holidays rising by one day per each year of service up to 25 days.