Service Desk Coordinator

About our business
Proton (Southern) Ltd has been established for over 50 years and are located in central Southampton.
We are recognised specialists in the supply, service and repair of commercial glasswashers and dishwashers.
We provide rapid and competitively priced service and maintenance using our network of skilled engineers and have a busy service and parts department. 

Role overview
We are looking for a customer focused individual to join our Service and Parts team.
Working as a part of a vibrant and energetic team, your role is to handle our customer queries, take ownership of the situation and demonstrate real empathy to provide a resolution to the customer’s satisfaction. 
We are looking for a professional and enthusiastic individual with previous experience in customer service. The ability to work in a fast-paced environment and desire to deliver a great customer experience is essential.

Key tasks
• Handling Customer Queries in a polite and professional manner
• Logging jobs and booking engineer visits
• Updating relevant customer portals
• Generating and submitting repair quotes when required
• Supporting parts department 
• Liaising with internal departments to resolve customer queries
• Achieving customer and business KPIs
• Updating customer online portals

Knowledge and Skills (what you know and what you can do)
Essential - 
• Ability to provide outstanding levels of customer service
• Good organisational skills
• Good knowledge of the English language, both written and verbal

Desirable - 
• Good level of computer literacy including Microsoft 
• Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience

Experience (what you have done)
Essential - 
• Demonstrated ability to provide outstanding customer service
• Experience of working in a busy team; driven to achieve personal, team, and business goals
• Demonstrated experience of taking ownership of customer queries

Desirable - 
• Previous experience of working in a high volume customer helpdesk capacity

Personal qualities (the way you think and act)
Essential - 
• Aptitude for quickly building rapport with our customers by showing patience, empathy and understanding
• Strong team player
• Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn