Customer Service Resource Coordinator

2 weeks ago

London, Greater London, United Kingdom Customer Labs Full time
Job Title: Customer Service Resource Coordinator

At Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our support services team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on target.

Key Responsibilities:

  • Manage the Field Service Engineers' resource diary to ensure optimal resource allocation.
  • Update the CRM portal with ETA's where applicable.
  • Provide first point of contact for scheduling support.
  • Central point of contact between Helpdesk and Service Engineers.
  • Assist with retrieving engineer Service Reports.
  • Ensure performance targets are achieved and SLA's are met.
  • Help support and manage Engineer Holiday/absence requests.
  • Ensure all procedures are followed and monitor the engineer's response to service calls.
  • Deal with complaints in a professional manner and report to relevant Management.
  • Carry out other duties as requested by Management.
  • Highlight any Training requirements for Engineers.
  • Book engineering resource / Logistics / Travel.
  • Develop relationships with the FSE's.
  • Work closely with the Customer Service Manager to develop process and best practice.

About Us:

At Customer Labs, we design, integrate, and support blended technology solutions with AV, UC, and beyond. We offer end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

We are recognized as one of the AV industry's most powerful international delivery and support operations, trusted by a varied client base in over 80 countries across 6 continents. Our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) manage, monitor, and protect our global clients' business-critical AV systems architecture, products, and technologies 24/7/365.

Equality, Diversity & Inclusion:

We are an equal opportunity employer committed to supporting and promoting an inclusive culture for all employees and job applicants. We do not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We offer personal and professional development opportunities through traditional qualifications, Apprenticeship schemes, internal training, and mentorship programmes. We support employees and job applicants with their work-life balance through our family-friendly policies and practices.

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