Customer Service Coordinator

6 days ago


Rushden, United Kingdom Office Angels Full time

Job Summary:

We are seeking a highly skilled and experienced Customer Service Coordinator to join our team at Office Angels. As a Customer Service Coordinator, you will be responsible for providing dedicated, knowledgeable, and efficient coordination of all activities for our clients' customer accounts.

Key Responsibilities:

  • Liaise with Helpdesk Engineers to ensure that jobs are processed efficiently and to the satisfaction of our clients' customers.
  • Liaise with the Service Contract Coordinator to ensure all service contract activities are delivered in line with customer expectations.
  • Upsell service contract options and features based on enhancing the service level provided to customers.
  • Provide first-line response to incoming customer calls/correspondence ensuring issues are processed swiftly as per the Departmental Procedures while meeting the agreed quality standards and the needs of the customer.
  • Post-site visit - ensure all jobs are processed effectively in conjunction with the Helpdesk Engineers, Service Contract Coordinator, Finance Department, and Customer in accordance with the agreed standards.
  • Effectively and constructively participate in scheduling process (managed by Customer Service Manager) to ensure the needs and expectations of all customers are met.
  • Coordinator activities in allotted customer areas to ensure work is being carried out in the most efficient and cost-effective way for the company while providing the required service levels to our customers.
  • Maintain relevant Departmental performance measures reports (such as the engineers' report issue log) in order to provide a platform for continuous improvement. Also, prepare 'on-demand' reports for Department Manager/Customer Service Manager pertaining to site-specific measures, issues, customers when required to allow informed decisions to be made.
  • Where necessary, attend customer meetings at customer sites with Department Manager to review performance and tour the site to better understand the needs of the customer.

Requirements:

  • Previous experience in Customer Service/Coordination roles required.

Benefits:

  • Annual Bonus Scheme (after 1 year of service)
  • Life Assurance
  • Early finish on a Friday
  • Social events
  • Training and development offered


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