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Service Center Associate

2 months ago

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

Join Our Team

Circet UK is seeking a Customer Service Representative to become part of our Service Centre. This is a part-time role, with a commitment of 20 hours per week. This position is a fixed-term contract to cover maternity leave for a duration of 9 months.

ABOUT CIRCET

Circet Ireland & UK has developed a robust portfolio of specialized services. We are prominent providers in the Telecommunications, Transport Infrastructure, and Power Sectors across Ireland and the UK. Our focus is on innovation and proactive solutions that align with our clients' evolving needs. With a workforce of over 4000 employees in Ireland & UK, we strive to connect people and deliver exceptional service.

POSITION OVERVIEW

The Customer Service Representative is tasked with ensuring the efficient completion of daily jobs, contributing to our targets for job completion rates and facilitating accurate billing for our clients. Reporting directly to a Service Centre Team Manager, the Representative will engage regularly with customers, client contact centers, engineers, and field leaders throughout the UK through both inbound and outbound service communications.

KEY RESPONSIBILITIES

  • The Customer Service Representative will be assigned to a specific Region via our CRM system and will oversee all engineers within that Region through various processes such as Start My Day, Timeslot Adherence, Engineer Utilisation, and End My Day.
  • They will review all completed jobs by their engineers to ensure that documentation aligns with the actions performed on-site, confirming that all stock is recorded and that notes and signatures are obtained. If any information is lacking, they will coordinate with the engineer to gather the necessary details.
  • The Representative will also respond to issues as they arise and implement corrective measures, which may include providing updates to customers or escalating matters to field leaders.
  • Lastly, the Representative will ensure that we deliver exceptional customer service, following up with customers post-appointment to assess the quality of our work.

REQUIRED SKILLS

*Comprehensive training will be provided on all company systems.*

  • Excellent customer service abilities
  • Proficient in managing engineers' daily activities effectively
  • Strong multitasking capabilities, adept at handling multiple phone lines while managing administrative tasks
  • Ability to escalate and report issues as necessary
  • Competent IT skills, including email, webchat, and spreadsheets
  • Keen attention to detail