Customer Service Coordinator

5 months ago

Dorking, United Kingdom neoci Full time

The role of a Customer Service Coordinator is key to the success of our business as this is could be the first time that our customers have contact with us. The role will be accountable for supporting our customers answering and resolving queries. The role holder needs to be different things to different people and key to your success is building strong internal relationships across the Group. We are seeking an ambitious and customer centric individual to join our team. The Customer Service Advisor will provide the business, service and administrative support our customers to ensure we deliver a high quality and effective service.

**Responsibilities (but not limited to)**:

- Answering incoming calls and being first point of contact for customers calling in for support, building rapport and ensuring that we deliver a world class service to our valued customers.
- Logging faults to assist the engineers, gathering as much detail as possible regarding the customers issues via our in-house CRM/ticketing system.
- Taking ownership, ensuring that faults are dealt with in a timely manner and within the set timescales.
- Completing basic first line diagnostics for a variety of faults, for example: Call diverts, password reset, Wi-Fi assistance.
- Liaising with colleagues and third-party companies to advance tickets and keeping customers informed of progress either verbally or via our CRM/ticketing system.
- Keeping all call records up to date with the progress of the faults.
- Contacting customers after their issues have been resolved to confirm that the solution was implemented correctly, and they are satisfied with the outcome.
- Ensuring any faulty equipment is returned to stores in a timely manner and any required replacements are sent to customer site.
- Transferring calls into different departments within the business.
- Customer Service experience preferably from working in a call centre environment.
- A customer focus and a strong 'can do’ attitude.
- Excellent listening skills and clear concise verbal and written skills.
- A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
- Excellent influencing and interpersonal skills with the ability to communicate at all levels.
- Proficiency with the Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
- Ability to prioritise and handle multiple assignments at any given time while also serving as a "go to" for all members of a large team.
- Ability to complete a large volume of tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround.
- Must be flexible and able to commit the time required to get the job done in line with business needs.
- Highly organised with excellent time management skills and attention to detail.
- Eagerness to learn and develop and willing to go the extra mile.
- Reliable and approachable.
- Hard working and committed.
- Calm, confident manner able to work effectively under pressure.
- Solution focused and flexible approach to problem-solving.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£23,000.00 per year

Schedule:

- Monday to Friday

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£23,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

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