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Customer Engagement Coordinator
2 months ago
About Us:
Pimlico Plumbers stands as London's premier independent service and maintenance provider, renowned for our commitment to exceptional customer service and sales performance. Our journey since 1979 has been marked by continuous growth, driven by our dedication to quality and service excellence. As a proud member of the Neighbourly family, we offer expanded resources and enhanced career development opportunities within the service sector.
Role Overview:
The role of the Booking Coordinator is integral to our dynamic call centre operations. This position is pivotal in transforming customer inquiries into confirmed service appointments, employing effective sales strategies. Additionally, the coordinator plays a vital role in dispatching our skilled engineers to client locations, ensuring superior service delivery.
Key Responsibilities:
- Engage proactively with customers to ascertain their needs and convert inquiries into scheduled services.
- Organize and manage service appointments, utilizing sales techniques to enhance service offerings.
- Maintain clear communication with field engineers, ensuring they are well-prepared for customer visits.
- Accurately document bookings in our specialized CRM system to provide field engineers with detailed customer insights.
- Handle customer interactions through various channels, ensuring a professional and empathetic approach to enhance the customer experience.
Work Schedule:
- Flexible 8-hour shifts with rotational patterns, including required weekend availability.
Qualifications:
- Demonstrated sales ability with a readiness to adopt our sales techniques for optimal booking conversion.
- Proven experience in successfully converting inquiries into sales.
- Outstanding communication skills, essential for fostering strong relationships with clients.
- Capability to multitask and manage diverse communication platforms in a fast-paced environment.
- Technological proficiency for effective customer data management and booking tracking.
- Meticulous attention to detail to ensure accurate information collection and recording.
Role Components:
- Sales: Focused on achieving high conversion rates and identifying customer assistance opportunities.
- Customer Service: Providing a smooth booking process while exhibiting empathy and professionalism throughout.
- Administration: Ensuring precise information gathering and documentation.
Employment Type: Full-time, Permanent
Employee Benefits:
- 23 days of annual leave (in addition to public holidays)
- Birthday leave after one year of service
- On-site dining facilities
- Access to an on-site fitness center
- Enhanced family leave policies
- Employee Assistance Program, including health and wellness support
- Life insurance coverage
