Customer Service Representative

12 hours ago


Poole, Poole, United Kingdom TECHNICAL LIFT SERVICES LTD Full time

Job Overview:

This role offers an exciting opportunity to join TECHNICAL LIFT SERVICES LTD as a Customer Experience Coordinator. As the primary point of contact for customers, you will ensure seamless and professional interactions, providing regular updates and handling enquiries with a focus on maintaining high levels of satisfaction.

Key Responsibilities:

  • Act as the main 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.

Proactive Coordination:

  • 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 management when necessary.

Feedback and Continuous 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.

Support for Internal Teams:

  • Collaborate with office staff, engineers, and management to streamline customer service processes.
  • Assist with scheduling, ensuring engineers are deployed effectively.
  • 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.

Personal Attributes:

  • Customer-focused mindset with a passion for delivering excellent service.
  • Proactive and solutions-oriented, with a can-do attitude.
  • Reliable, approachable, and able to work independently or as part of a team.

Benefits:

  • $60,000 - $80,000 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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