Customer Service Coordinator

3 months ago

Manchester, United Kingdom MSP Direct Sourcing Full time

**Job title**: Customer Service Coordinator

**Location/remote**: Hybrid, 3 days on-site and 2 working from home (2 week training on-site)

**Contract length**: 3 Month - rolling contract

**Pay rate**: £13.50/per hour

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently seeking Customer Service Coordinator on behalf of a leading technology company.

The service co-ordination team is the front line customer interface for the Customer Services Field Service Department and plays a key role in ensuring contractual service obligations are met as well as providing
immediate response service to customers with breakdown, repair or service needs.

The Service Co-ordinator allocates and control’s the Field Service (FS) engineer’s workload and oversees their daily activities to support the customer and the Field Service (FS) teams.

**Key responsibilities as follows**:
Direct customer contact for "first line contact" to receive customers service requests.

Maintaining a telephone pick up rate defined by the business and documented in a SLA.

Call logging all contract calls received etc.

Creating a service ticket in the designated ticketing system.

Planning resources for daily FS customer requests and meeting the customers SLA’s.

Ensuring all required spare parts, test equipment’s and travel arrangements are synchronized with the FSE Dispatch.

Provide customer with timely feedback on FSE availability and estimated on site arrival time.

Coordinates customer preparation as well as 3rd party involvement.

Planning for all preventive maintenance events according to contract criteria.

Ensuring the compliance with the relevant KPI targets.

Monitors and manages FS conflicts and escalates FS issues as required.

Escalate issues to the applicable Manager according to defined parameters.

Ensures a high quality standard of the ticket / activity / iBase / customer data base entries.

Monitor customer satisfaction requirements.

**Key competencies**:
Excellent interpersonal skills, in particular telephone skills, are essential.

Excellent communication skills with the ability to communicate with managers and customers.

Exceptional organisational skills with the ability to prioritise tasks.

An understanding, appreciation and experience of providing high level customer service.

An ability to be innovative and address problems with creative solutions.

The ability to work within a team or on own initiative in a high pressured environment.

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