Technical Support Liaison

3 days ago


Poole, Poole, United Kingdom TECHNICAL LIFT SERVICES LTD Full time
About the Role

Company Overview:

At Technical Lift Services Ltd., we strive to deliver exceptional customer experiences through proactive communication and seamless service delivery. As a key member of our team, you will play a vital role in achieving this goal.

Job Summary:

This is an exciting opportunity to join our team as a Service Excellence Coordinator, where you will be responsible for managing customer relationships, resolving issues, and improving our service offerings.

Key Responsibilities:

  • Customer Relationship Management:
    Act as the primary contact for all customer enquiries, ensuring timely and professional responses.
  • Provide regular updates on job statuses, repair timelines, and service schedules.
  • Liaise with customers to gather detailed fault information and ensure accurate handovers to engineers or technical teams.
  • Issue Resolution:
    Monitor job progress and communicate delays or changes to customers promptly.
  • Ensure customers are informed of resolutions and next steps post-service.
  • Handle complaints sensitively, escalating complex issues to the Director when necessary.
  • Process Improvement:
    Collect and analyse customer feedback to identify trends or areas for improvement.
  • Work with internal teams to implement solutions that enhance the overall customer experience.
  • Maintain records of customer interactions using a CRM system or other tools.
  • Team Collaboration:
    Collaborate with office staff, engineers, and management to streamline customer service processes.
  • Assist with scheduling, ensuring engineers are deployed.
  • Ensure all documentation and communication are accurate and up to date.

Requirements:

  • Proven experience in a customer-facing role, preferably within a technical or service-based industry.
  • Excellent communication and interpersonal skills, with a professional and empathetic approach.
  • Strong organisational skills and attention to detail.
  • Proficient in using office software (e.g., MS Office, CRM systems).
  • Ability to handle complaints calmly and effectively.
  • Familiarity with lift systems or similar technical services (preferred but not essential).

What We Offer:

  • An estimated salary of £40,000 - £50,000 per annum based on experience.
  • Opportunity to work in a growing company with a strong focus on customer satisfaction.
  • Training and professional development opportunities.
  • Flexible working hours (hybrid).


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