Customer Service Operations Coordinator

2 months ago

London, Greater London, United Kingdom Customer Labs Full time
Job Description

Job Title: Customer Service Resource Coordinator

Job Summary:

We are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team at Customer Labs. The successful candidate will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on target.

Key Responsibilities:

  • Manage the Field Service Engineers' resource diary to ensure optimal resource allocation and minimize downtime.
  • Update the CRM portal with engineers' ETA's and ensure that all procedures are followed.
  • Provide first point of contact for scheduling support and serve as a central point of contact between Helpdesk and Service Engineers.
  • Assist with retrieving engineer Service Reports and ensure that performance targets are achieved and SLA's are met.
  • Help support and manage Engineer Holiday/absence requests and ensure that all procedures are followed.
  • Monitor the engineer's response to service calls received during the course of their duties and ensure that any complaints received are dealt with in a professional manner.
  • Carry out any other duties as requested by Management and highlight any Training requirements for Engineers.
  • Book engineering resource / Logistics / Travel and maintain strong relationships with the FSE's.
  • Work closely with the Customer Service Manager to develop process and best practice.
  • Experience of CRM systems (desirable to be Microsoft Dynamics) and SAP (desirable).
  • Experience of working in an AV / VC technology arena and previous Customer Service experience.

About Us:

Customer Labs is a leading provider of technology solutions, designing, integrating, and supporting blended technology solutions with AV, UC, and beyond. We offer end-to-end services and 24/7/365 support to enhance global collaboration and empower our clients' world of communication.

We are recognized as one of the AV industry's most powerful international delivery and support operations, trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meet the demands and challenges of a globalized marketplace, keeping the lines of communication and collaboration open.

Equality, Diversity & Inclusion:

Customer Labs is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We do not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We offer personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training, and mentorship programmes. We support employees and job applicants with their work-life balance through our family-friendly policies and practices.

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