Customer Service Centre Agent

7 months ago

Knutsford, United Kingdom Glory Global Solutions Full time

**ROLE TITLE**:Customer Service Centre Agent***

**FUNCTION**:Service**

***REGION**:Europe**

**REPORTING**:Customer Service Centre Manager**

***LOCATION**:UK, Knutsford**

***

**COMPANY OVERVIEW**
- As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
- Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement, and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
- We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business_._

**ROLE PURPOSE**

We are looking for a Customer Service Centre Agent to join our friendly Customer Service Centre Team. This role will involve providing varied customer and field engineer Support to complete the administration and interface between the Service Centre, field engineers, and customers through both the effective handling and logging of appropriate calls.

In addition, you will be providing telephone support for customers requiring service and advice, by attempting to resolve faults via telephone and to reduce the need to send engineers to a site where possible. This includes the efficient and effective planning and scheduling, communication, and follow-up of workload for engineers to deliver agreed customer service levels, whilst maximizing utilisation and productivity of the field workforce.

***MAIN RESPONSIBILITIES**
- To identify and retrieve appropriate customer records and log requests for customer service on the computer system including verifying all details and identifying where possible the appropriate symptom code and product guideline.
- To record any customer complaint that is reported to the job holder and to escalate the situation to the Customer Service Centre Manager and/or team leader.
- Identifying and escalating calls that are at risk and likely to fall outside the service level agreement, at the earliest opportunity
- To understand the scheduling process and identify methods of continuously improving the level of customer service.
- Where applicable, schedule and control the field engineer resource as required during out-of-hours service.
- Undertake any administrative function and training that may be required by the management to support the effective operation of the Service Centre.
- Maintain appropriate product range knowledge and identify improvements that may be required to increase phone fix KPI.
- Provide technical assistance on machine problems to all Field Service Engineers
- Driving improved performance and productivity of field service engineers through the effective utilization of resource, and by ensuring that the correct skills and equipment are scheduled for every call.
- Using the scheduling tool to drive overall Engineer performance whilst delivering to Service Level Agreements
- Prioritising and effectively allocating calls in line with customer Service Level Agreements and specific customer orders.
- Ensuring that every field Engineer has PMs to complete daily and that PMs are used to deliver an increased number of jobs per engineer per day, adhering to the monthly PM run rate and controlling any overdue.
- Attending any required departmental review meetings and reporting performance and issues affecting performance focusing on the key indicators of Utilisation, Effectiveness, and Productivity, and reviewing issues impacting performance at CM, PM, and SLA level.
- Identify issues impacting on performance within the Engineering resource, at both an individual engineer and team level, and keeping a record through the issue log process, identifying, and suggesting possible solutions.
- Other duties as necessary, the above list is not fully inclusive.

***WORKING HOURS**
- Working on a rota basis to provide cover over seven days working to customer demand.
- Working days will be five out of seven per week
- Working hours are based on 37.5 hours per week.

***REQUIRED EDUCATION AND QUALIFICATIONS**

***Education Level**:

- 5 GCSEs or equivalent including Maths and English - Grade C and above

***REQUIRED SKILLS AND COMPETENCIES**
- Excellent interpersonal and communication skills
- Good analytical and decision-making skills
- A positive mental attitude with a ‘can do’ approach
- A team player that is capable of working under their own initiative
- Demonstrates an organized and structured approach
- Must be energetic, dynamic, and assertive with strong influencing skills

**BENEFITS A

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