Customer Service Coordinator

4 days ago

Rushden, Northamptonshire, United Kingdom Office Angels Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Coordinator to join our team at Office Angels. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Customer Service and Support: Provide dedicated, knowledgeable, and efficient coordination of all activities for allotted customer accounts, including planned preventative maintenance visits, emergency breakdowns, remedial works, installations, and parts ordering.
  • Liaison and Coordination: Liaise with Helpdesk Engineers to ensure that jobs are processed efficiently and to the satisfaction of customers. Collaborate with the Service Contract Coordinator to ensure all service contract activities are delivered in line with customer expectations.
  • Upselling and Cross-Selling: Identify opportunities to upsell service contract options and features to enhance the service level provided to customers.
  • First-Line Response: Provide first-line response to incoming customer calls and correspondence, ensuring issues are processed swiftly and meeting the agreed quality standards and customer needs.
  • Post-Site Visit: Ensure all jobs are processed effectively in conjunction with the Helpdesk Engineers, Service Contract Coordinator, Finance Department, and Customer, in accordance with agreed standards.
  • Scheduling and Coordination: Effectively participate in scheduling processes to ensure the needs and expectations of all customers are met.
  • Performance Monitoring: Maintain relevant departmental performance measures reports to provide a platform for continuous improvement. Prepare 'on-demand' reports for Department Manager/Customer Service Manager on site-specific measures, issues, and customers.
  • Customer Meetings: Attend customer meetings at customer sites with Department Manager to review performance and tour the site to better understand customer needs.
Requirements
  • Previous experience in Customer Service/Coordination roles required.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Excellent problem-solving and analytical skills.
  • Proficiency in Microsoft Office applications.
What We Offer
  • Annual Bonus Scheme (after 1 year of service).
  • Life Assurance.
  • Early finish on a Friday.
  • Social events.
  • Training and development opportunities.

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