Customer Service Representative

1 week ago

Birmingham, Birmingham, United Kingdom Crown Full time

Job Title: Customer Service Representative

Crown is seeking a highly skilled Customer Service Representative to join our UK Service Team. As a key member of our team, you will be responsible for delivering excellence in customer care while achieving monthly targets set in relation to KPIs and Service Budgets.

The role of the Customer Service Representative is to interpret the requirements of both internal and external customers, and to process and maintain accurate and up-to-date maintenance records onto the in-house ERP system (BaaN). At the same time, you will provide administrative support to the UK Fleet of Fork Lift Engineers, planning and dispatching engineers where required.

This role is critical to the UK Service Team's success, and requires an ability to task manage and prioritise workloads to reflect the requirements of the day.

Responsibilities:

  • Build relationships and maintain regular contact with customers, keeping them fully updated in relation to all open work orders for their site.
  • Receive service repair and maintenance requests from customers and enter them into in-house software.
  • Jeopardy management of open work orders, ensuring all customer SLAs are met.
  • Report any non-compliance issues to Management.
  • Process Crown-owned equipment repair information into in-house software.
  • Regular monitoring of service dashboard to ensure WIP is processing within targets.

Requirements:

  • A high level of customer care and a strong administrative background is required.
  • Excellent communication skills both written and verbal and a fantastic telephone manner are essential.
  • Attention to detail with good organisational skills and the ability to prioritise workload.
  • Experience gained within a similar role desirable.
  • This position requires excellent IT skills with an ability to learn new procedures.
  • Fully IT literate with a good knowledge of Word and Excel.

Benefits:

  • Competitive salary package (dependent on experience).
  • 25 days holiday.
  • Company pension plan.
  • Excellent discount scheme with access to the best perks from some of the UK's biggest brands.
  • Employee assistance programme.

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