Customer Service Coordinator

3 weeks ago


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

We are seeking an experienced Customer Accounts Administrator to join our team at Marlowe Fire & Security. As a key member of our customer service team, you will be responsible for providing exceptional administrative support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities
  • Provide administrative support to our customers, including responding to queries, resolving issues, and updating client portals.
  • Work closely with our National Account Managers to meet customer expectations and ensure effective communication.
  • Monitor our National Account mailbox and respond to emails within agreed timeframes.
  • Update client portals and helpdesks in line with specific account instructions.
  • Ensure all calls are answered within our Service Level Agreement (SLA).
  • Review and respond to all customer enquiries, supporting your colleagues as overflow for the call receipt mailbox.
  • Liaise with internal teams to ensure effective response to customers and work completed within SLA.
  • Escalate any potential risks to the business to your Customer Account Manager and Customer Service Manager.
  • Process sales orders as and when required.
  • Manage customer queries and complaints through to completion.
  • Compare data from the customers database and Marlowe database to ensure both systems are aligned.
  • Investigate potential closed sites.
Requirements

We are looking for a professional and customer-focused individual with excellent communication and administrative skills. The ideal candidate will have:

  • A professional business approach.
  • The ability to work independently and a desire to learn.
  • Experience of using and updating customer portals.
  • Excellent administration and computer skills.
  • Customer-focused with the ability to resolve customer queries.
  • Analytical approach.
  • Experience of analysing data using Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
  • Strong organisational skills.
  • High attention to detail and the ability to handle multiple priorities with a structured approach.
About Marlowe Fire & Security

Marlowe Fire & Security is a specialist business within Marlowe Fire and Security Group, providing end-to-end fire and security solutions across all sectors. We are committed to creating a diverse and inclusive environment, celebrating what makes us unique and adopting a culture of inclusion to best serve our customers.

We offer a competitive basic salary, Royal London Pension, Life Assurance, and 20 days holiday, increasing each year up to 25 days. We also offer a range of benefits, including a Mental Health & Well-being Scheme, Paid Refer a Friend Scheme, and Employee Recognition Scheme.

Marlowe Fire & Security Group do not offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK, or will need additional support to extend your current Right to Work status, your application cannot be considered.



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