Customer Service Representative

2 weeks ago

Selkirk, Scottish Borders, United Kingdom Circet IRE & UK Full time

We are seeking a skilled Service Centre Agent to join our team at Circet UK.

Circet UK is a leading provider of specialist services to the Telecommunications, Transport Infrastructure, and Power Sectors in Ireland and the UK. We are driven to be innovative and proactive in delivering solutions that meet our clients' expectations.

The Role

The Service Centre Agent will be responsible for ensuring that our company completes as many jobs successfully daily as possible, helping to reach our completion rate targets and closing jobs down to allow us to bill our clients accurately. The successful candidate will communicate regularly with our customers, client contact centers, engineers, and field leaders throughout the UK via both inbound and outbound service calls.

Responsibilities

  • The Service Centre Agent will be allocated to a Region via our CRM and will be responsible for all engineers within this Region through various processes such as Start My Day, Timeslot Adherence, Engineer Utilisation, and End My Day.
  • They will review all jobs completed by their engineers to ensure the forms match the action undertaken on site, that all stock is recorded, and that notes and signatures are captured. If any information is missing, they will liaise with the engineer to capture this.
  • The Service Centre Agent will also react to issues as they arise and take corrective action, which might include updates to customers or escalation to field leaders.
  • Finally, the Service Centre Agent will ensure we are delivering outstanding customer service and will call customers after their appointment to check our quality of work.

Skills Required

*Full training will be supplied on all company systems*

  • Outstanding customer service skills
  • Ability to manage engineers' daily tasks efficiently
  • Multitasking skills using multiple phone lines and ability to juggle this with administration work
  • Ability to escalate and report issues
  • Proficient IT skills - email, webchat, spreadsheets, etc.
  • Great attention to detail

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