Customer Service Coordinator/Dispatcher Liaison
12 hours ago
About this role
We are looking for a Customer Service Coordinator/Dispatcher to be the main contact point for our customers relating to their service needs, or questions relating to a job in progress.
Key responsibilities
- Welcome customers and users, according to KONE processes and standard instructions, identify and classify their requests and provide an adequate answer.
- Manage incoming requests by telephone as well as by email.
- Support supervisors/Area Service Managers in following up open callouts, back reporting open jobs or specific reports on open jobs available on supervisor/ASM reports.
- Record and book any jobs and dispatch engineers in a timely and efficient manner.
- Identify safety situations and manage these by giving the adequate safety instructions as described in our global safety procedures.
- Follow KONE processes by showing responsiveness, responsibility, and a quick spirit.
- Collaborate by attending regional meetings with wide and varied attendees supporting ASM/Supervisor with data.
- Review and update daily planning schedules to maximise efficiency and profitability through GANT governance.
- Come from a customer-first mindset putting the customer at the heart of everything we do.
What you need to know
- Contact Centre experience is essential.
- Previous work experience in customer service is required.
- Call Out/Dispatch experience is a bonus.
- Salesforce experience would be beneficial.
- Regional Geographical experience/understanding is beneficial.
- Excellent telephone manner.
- Good problem-solving skills.
- Good Word, Excel, and Outlook.
- Collaborative team player.
- Good written and spoken English.
Training and benefits
Full Training will be provided.
Benefits: Competitive Salary, 25 Days Holiday, Employee Assistance Programme, Company Pension, PDI, Life Assurance, Cycle to Work Scheme, Kone Discounts, Bonus. (Hybrid working once on-boarding & training completed).
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