Customer Service Desk Coordinator

1 month ago

Bracknell, United Kingdom CV-Library Full time

Do you want to join a team of outstanding and dedicated individuals within one of the most dynamic and forward-thinking companies in the security and lone worker industry. If so, due to growth we are looking for a suitable candidate to join our existing team?

We are looking for a Customer Service Coordinator to provide outstanding Customer Service to our clients to work within our Customer Service Centre based in Bracknell. The role is varied and fast paced whilst equally rewarding working on your own and with the team to resolve issues. This is a full-time role Monday - Friday 40 hours a week with varied shifts between 8.00am and 6pm.

Reliance High-Tech is the UK's largest independent integrator of security solutions. It is trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise.

Unique in the industry, Reliance High-Tech combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business.

The team at Reliance High-Tech draw on their considerable IT expertise and sector experience to serve organisations across a wide range of industry sectors that require advanced, bespoke security solutions and the highest-level security clearances.

The role involves.

* Handling customer queries both telephone and email in a timely and accurate manner to meet contractual SLA’s.

* Managing a team of multiple engineers and regular partners to conduct reactive service calls and preventative maintenance visits in an efficient manner.

* Categorise and resource the correct engineer for reactive calls based on skills set and proximity to work location.

* Contact clients to book service visits considering specific job and access requirements.

* Responding to internal emails promptly and efficiently

* Updating Job Logic with latest status and notes accordingly

* Raising and sending orders for required equipment as requested by engineers to complete fault calls.

* Producing Client dashboards weekly/monthly

* Raise orders to third-party suppliers for support agreements and for specialist subcontractors.

* Provide support to the Customer Service Desk Administrators to ensure timely quoting or procurement of parts to rectify fault calls

* Perform all duties professionally, promptly, and efficiently.

* Act as an ambassador for the company

* Complete any other duties requested by your line manager to allow operation of the service desk.

The role requires the candidate to have

* Excellent communication skills - both written & verbal

* Computer literate with good knowledge of MS Office applications especially Excel and similar

* Excellent time management and organisational skills

* Team player who is willing to learn and drive initiatives forward.

* The ability to work under pressure and meet Customer SLAs is essential.

* Ability to prioritise workload.

* Calm under pressure.

* Desire to provide a good level of service to our clients.

* Knowledge of UK geography

Customer Service experience is desirable, the successful candidate must be enthusiastic, willing to learn and have a positive approach. The role will suit someone who is team orientated, self-motivating and success driven.

All job candidates will be screened to BS7858 to meet Reliance High-Tech's vetting standards

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