Customer Service Co-ordinator

2 days ago

Manchester, United Kingdom MSP Direct Sourcing Full time

**Job title**: Customer Service Coordinator

**Location**: Manchester (Hybrid working)

**Contract length**: 6 months

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently seeking a Service Coordinator on behalf of a well established organisation on a temp basis.

The main purpose of this role is to act as a front line customer interface for the Customer Services Field Service Department and play a key role in ensuring contractual service obligations are met as well as providing immediate response service to customers with breakdown, repair or service needs. Some of the main duties will include but are not limited to:
Act as a first point of contact for customers
Ensuring calls are responded to within a reasonable time frame
Responsible for call logging
Creating a service ticket in the designated ticketing system
Planning resources for daily customer requests and meeting the customers SLA’s
Ensuring all required spare parts, test equipment and travel arrangements are synchronised with Dispatch
Providing customers with timely feedback on availability and estimated on site arrival time
Planning for all preventive maintenance events according to contract criteria
Monitoring and managing conflicts and escalating any issues as required
Escalate issues to the applicable Manager according to defined parameters
Monitor customer satisfaction requirements

**Required experience**:
Excellent communication skills with the ability to communicate with managers and customers.
Exceptional organisational skills with the ability to prioritise tasks
Experience working with a CRM system such as SAP or SAGE (or similar)

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