Client Support Coordinator
4 weeks ago
Client Support Coordinator – Experience with MS Dynamics is crucial.
Fixed-term Contract (covering maternity leave)
Competitive salary plus performance bonus
Office-based role – (Monday to Friday, standard working hours)
Potential for hybrid working arrangements following successful probation period
Position Overview:
The primary objective of this position is to assist the Company’s Managed Service Contract (MSC) clientele who reach out to the Customer Support Centre (CSC) for a cohesive and efficient service regarding their technical and product inquiries. This includes the management and precise documentation of instrument issues within the MS Dynamics CRM, while also achieving established customer response KPI targets. Additionally, you will be responsible for monitoring and ensuring that the Key Performance Indicators (KPIs) are fulfilled by service providers and executing any necessary escalation processes to guarantee that all customer support aligns with contractual commitments.
Core Responsibilities:
- Respond to incoming customer inquiries via the dedicated MSC hotline
- Manage inquiries received through the mailbox
- Accurately document faults in the MS Dynamics CRM for both the business and partner supplier equipment
- Gather data and update cases in the MS Dynamics CRM for partner supplier equipment, generating reports for Account Managers
- Coordinate maintenance for partner supplier equipment and liaise with customers to arrange these services
- Escalate customer concerns as necessary
- Update MS Dynamics CRM for newly installed partner supplier equipment
- Oversee inventory management
- Continuously enhance and cultivate relationships with business partners
- Participate in all mandatory company training sessions
- Report any regulatory issues to the Customer Support Centre Manager
- Complete all required health and safety training
- Comply with company environmental policies and regulations
- Assist with additional tasks requiring your expertise as needed.
Essential Skills and Qualifications:
Mandatory:
- Proficient in Microsoft Dynamics and Microsoft Office Suite
- At least 2 years of experience in a customer service role focused on KPI achievement
- Experience in KPI report generation for customer accounts
- Excellent communication abilities
- Strong command of English communication
- Experience managing escalations with various stakeholders
Preferred Skills:
- Background in the diagnostics field
- Commercial awareness
- Experience with managed service contracts
This position offers a competitive salary and a range of benefits, contributing to a growing global organization.
Aspire Personnel Ltd is dedicated to promoting equal opportunity and diversity in the workplace.
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