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Customer Service Coordinator

2 months ago

Salford, Salford, United Kingdom Marlowe Fire and Security Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Coordinator to join our team at Marlowe Fire and Security. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Customer Service: Provide timely and effective responses to customer inquiries, resolving issues and concerns in a professional and courteous manner.
  • Account Management: Work closely with our National Account Managers to meet customer expectations and ensure seamless communication.
  • Portal Management: Update client portals and helpdesks in line with specific account instructions, ensuring accurate and up-to-date information.
  • SLA Management: Monitor and maintain Service Level Agreements (SLAs) to ensure all calls are answered within agreed timeframes.
  • Query Resolution: Review and respond to all customer enquiries, supporting colleagues as needed to ensure timely resolution.
  • Internal Collaboration: Liaise with internal teams to ensure effective response to customers and work completed within SLAs.
  • Risk Management: Escalate any potential risks to the business to the Customer Account Manager and Customer Service Manager.
  • Order Processing: Process sales orders as required, ensuring accurate and timely completion.
  • Customer Complaints: Manage customer queries and complaints through to completion, ensuring a high level of customer satisfaction.
  • Data Management: Compare data from customer databases and Marlowe databases to ensure alignment.
  • Site Investigation: Investigate potential closed sites, ensuring accurate and timely resolution.
Requirements

We are looking for a highly skilled and experienced individual who possesses the following qualities:

  • Professional Approach: A professional business approach, with excellent communication and interpersonal skills.
  • Independence and Desire to Learn: Ability to work independently and a desire to learn and develop skills.
  • Customer Portal Experience: Experience of using and updating customer portals.
  • Administration and Computer Skills: Excellent administration and computer skills, including Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
  • Customer Focus: Customer-focused with the ability to resolve customer queries and concerns.
  • Analytical Approach: Analytical in approach, with the ability to analyze data and make informed decisions.
  • Organizational Skills: Strong organizational skills, with the ability to handle multiple priorities and tasks.
  • Attention to Detail: High attention to detail, with the ability to maintain accurate records and data.
About Marlowe Fire and Security

Marlowe Fire and Security is a leading provider of fire and security solutions, with a reputation for excellence and customer satisfaction. We are committed to providing exceptional service and support to our clients, and we are seeking a highly skilled and experienced individual to join our team.