Customer Service Coordinator
5 days ago
Job Summary
We are seeking a highly organized and customer-focused individual to join our team as an Aftercare Helpdesk Coordinator. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving day-to-day queries, and ensuring that our service meets the highest standards.
Key Responsibilities
- Provide a high level of service to customers, responding to their queries and resolving issues in a timely and professional manner.
- Coordinate work tasks and update the Helpdesk system to ensure that all tasks are completed to the highest standard.
- Chase delegated tasks to ensure progress and meet Service Level Agreements.
- Obtain necessary information from customers to accurately describe their requests or problems.
- Log all customer interactions and keep the database up to date.
- Assist with the completion of enquiries for both reactive and planned communications.
- Keep accurate records of discussions or correspondence with customers.
- Oversee daily work allocation and output to ensure that the service meets SLA and KPI requirements.
- Ensure good communication with the Help Desk Manager.
Customer Service
- Act as a primary point of contact for customers, providing help and advice on all customer queries.
- Maintain a high level of customer service, communicating courteously with customers by telephone, email, and letter.
- Resolve day-to-day customer queries, passing complex or reoccurring problems to the Help Hub Manager.
- Handle problems and complaints effectively, in a timely manner, in accordance with our business complaint procedure.
- Keep the Help Desk Manager informed of complaints and progress.
Administration
- Compile letters and written correspondence as required.
- Deal with telephone, post, and email enquiries in accordance with our communication procedure.
- Improve, maintain, and develop relevant filing systems.
- Assist the Help Desk Manager with ad hoc administrative duties.
Requirements
- Knowledge and understanding of construction defects.
- Excellent customer service skills.
- Highly organized.
- Excellent telephone manner.
- Excellent spoken and written communication skills.
- Must be numerate, with a high attention to detail.
- The ability to remain calm under pressure.
- Accuracy with record keeping.
- Excellent computer skills.
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