Customer Service Coordinator

2 months ago

East London, United Kingdom Ballymore Full time

Job Summary

We are seeking a highly organized and customer-focused individual to join our team as an Aftercare Helpdesk Coordinator. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving day-to-day queries, and ensuring that our service meets the highest standards.

Key Responsibilities

  • Provide a high level of service to customers, responding to their queries and resolving issues in a timely and professional manner.
  • Coordinate work tasks and update the Helpdesk system to ensure that all tasks are completed to the highest standard.
  • Chase delegated tasks to ensure progress and meet Service Level Agreements.
  • Obtain necessary information from customers to accurately describe their requests or problems.
  • Log all customer interactions and keep the database up to date.
  • Assist with the completion of enquiries for both reactive and planned communications.
  • Keep accurate records of discussions or correspondence with customers.
  • Oversee daily work allocation and output to ensure that the service meets SLA and KPI requirements.
  • Ensure good communication with the Help Desk Manager.

Customer Service

  • Act as a primary point of contact for customers, providing help and advice on all customer queries.
  • Maintain a high level of customer service, communicating courteously with customers by telephone, email, and letter.
  • Resolve day-to-day customer queries, passing complex or reoccurring problems to the Help Hub Manager.
  • Handle problems and complaints effectively, in a timely manner, in accordance with our business complaint procedure.
  • Keep the Help Desk Manager informed of complaints and progress.

Administration

  • Compile letters and written correspondence as required.
  • Deal with telephone, post, and email enquiries in accordance with our communication procedure.
  • Improve, maintain, and develop relevant filing systems.
  • Assist the Help Desk Manager with ad hoc administrative duties.

Requirements

  • Knowledge and understanding of construction defects.
  • Excellent customer service skills.
  • Highly organized.
  • Excellent telephone manner.
  • Excellent spoken and written communication skills.
  • Must be numerate, with a high attention to detail.
  • The ability to remain calm under pressure.
  • Accuracy with record keeping.
  • Excellent computer skills.

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