Service Support Advisor

1 month ago


Stirling, United Kingdom Falcon Foodservice Equipment Full time

Falcon Foodservice have an exciting opportunity for a bright and dynamic Service Support Advisor to be part of our technical service team, in a key operational role.

**Key Responsibilities**

The successful applicant shall:

- Ensure customer contacts are handled and/or routed as per the current agreed process and within our KPI’s.
- Make outbound calls to update customers as defined by the Technical Manager or as appropriate to meet business needs.
- Respond to customer enquires effectively, providing accurate answers and solutions.
- Accurately log calls as defined by in-house systems whilst maintaining customer records, equipment, and contact details.
- Maintaining customer records and equipment within the database.
- Build sustainable relationships and engage customers by going above and beyond.
- Monitoring the progress of each job and flagging exceptions whilst keeping customers and stakeholders updated
- Effectively respond to queries or escalations for jobs, providing a timely resolution.
- Using scheduling software to ensure all reactive jobs are scheduled for attendance within contractual time arrangements and that applicable KPI’s,
- Make outbound follow up calls when required.
- Assist in administration duties when required.

**The successful applicant shall have**:

- Must have the ability to empathise and listen actively to customer needs.
- Strong customer service skills
- Able to work on own initiative.
- Attention to detail, and able to analyse and accurately report on issues.
- Positive manner, willing to think and work laterally where necessary.
- Excellent telephone techniques.
- Good verbal and written communication skills
- Good Knowledge of MS Office primarily Excel
- Strong team player, able to work well with others

**Benefits**:

- Company pension
- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Application question(s):

- What is your salary expectations?

Work authorisation:

- United Kingdom (preferred)

Work Location: One location


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