Customer Service Coordinator

2 months ago

Cardiff, Cardiff, United Kingdom Brook Street NMR Full time

Job Summary: We are seeking a highly organized and customer-focused individual to join our team as a Customer Service Coordinator at Brook Street NMR. As a key member of our customer service department, you will be responsible for delivering exceptional service and maintaining high standards of customer satisfaction.

Key Responsibilities:

  • Ensure high customer satisfaction by providing prompt feedback within agreed timescales.
  • Coordinate with external contractors and subcontractors to ensure seamless service delivery.
  • Efficiently manage and resolve defects and complaints in a timely and professional manner.
  • Collaborate with the team to maintain exceptional customer service standards and identify areas for improvement.

Key Duties:

  • Log and respond to all correspondence received by the customer service department in a timely and professional manner.
  • Handle incoming calls to the customer service department promptly and professionally, providing accurate and helpful information to customers.
  • Manage the customer service telephone system, including updating recorded messages to ensure clear and concise information is provided to customers.
  • Set up new files/records in the CRM database to ensure accurate and up-to-date customer information.
  • Record all reported defects in the CRM database and continuously update records and files, including registering new completions and scanning documents.
  • Manage claims, arranging for necessary work and handling all related paperwork to ensure efficient and effective service delivery.
  • Conduct courtesy calls prior to customer satisfaction surveys to ensure customers are satisfied with the service received.
  • Build and maintain relationships with customers to identify improvement areas and ensure a customer-friendly approach.

About Brook Street NMR: We are a leading company based on the outskirts of Cardiff, committed to delivering exceptional service and maintaining high standards of customer satisfaction. We offer a dynamic and supportive work environment, with opportunities for growth and development.

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