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Call Center Specialist

2 months ago

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

About Circet Ireland & UK

Circet Ireland & 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 while not losing sight of their changing requirements.

The Role

The Service Center Agent is a critical role within our organization, responsible for ensuring that our company completes as many jobs successfully daily as possible. This involves helping to reach our completion rate targets and closing jobs down to allow us to bill our clients accurately.

Key Responsibilities

  • The Service Center 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 Utilization, and End My Day.
  • They will review all jobs completed by their engineers to ensure that 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 Center 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 Center Agent will ensure that we are delivering outstanding customer service and will call customers after their appointment to check our quality of work.

Requirements

  • 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
  • Great attention to detail