Customer Service Representative

3 weeks ago


SouthendonSea, Southend-on-Sea, United Kingdom Ergea UK and Ireland Limited Full time
Job Title: Customer Care Coordinator

We are seeking a highly skilled and motivated Customer Care Coordinator to join our team at Ergea UK and Ireland Limited. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers receive the highest level of service.

Key Responsibilities:
  • Provide outstanding customer service to improve customer satisfaction and nurture client relationships.
  • Operate with self-awareness, inspiring a culture of continuous improvement.
  • Maintain the critical link between clients, service providers, and operations managers to achieve a best-in-class service.
  • Work as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures.
  • Coordinate the daily workflow for the management of service delivery to assigned customer contracts.
  • Answer all telephone calls promptly and appropriately, in line with contractual obligations.
  • Proactively resolve customer enquiries within first contact.
  • Monitor the SLA charters for assigned customer contracts, escalating any instances of confirmed or potential failure via the agreed frameworks.
  • Set client expectations and strive to exceed these at all times.
  • Establish and maintain external supplier relationships to assist with maintaining an exceptional level of customer service.
  • Performance manage internal and external suppliers, ensuring service is delivered within contractual service level agreements.
  • Produce client-facing estimates and quotations.
  • Process purchase orders.
  • Coordinate email traffic within the central shared inboxes.
  • Upload data from service intervention records into the CMMS.
  • Provide cross-functional support for other sub-teams where required.
Requirements:
  • NVQ 1-4 Customer Service (desirable).
  • Vocational Customer Service Certificate (desirable).
  • Excellent verbal communication skills.
  • Excellent written communication skills.
  • Intermediate IT skills, including Excel, Word, and Outlook.
  • Self-motivated with a flexible can-do attitude.
  • Adaptability to change.
  • Good inter-personal skills, able to work as part of a team as well as individually.
  • Working in a call centre environment.
  • Understanding and monitoring service level agreements (desirable).
  • Ability to recover customer conflict through the use of positive language (desirable).
  • An understanding of medical equipment (desirable).
  • Ability to manage multiple stakeholders simultaneously.
  • English language skills.
Additional Information:

Ergea UK and Ireland Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

A DBS Enhanced Disclosure is required for all applicants. The successful applicant must agree to an Enhanced Disclosure under the Disclosure Barring Service Records Bureau procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report.



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