Customer Service Coordinator

The role of Customer service coordinator is position that requires strong customer service skills, patience, atd and to be able to organise/prioritise his/her daily tasks to ensure all daily and weekly objectives are met.

Key Responsibilities

• The ability to build up a strong rapport with customers and fellow colleagues.
• Ensure high quality customer service for the services we supply.
• Be a team player and show initiative planning out day to day workload.
• Provide high level service support to Customer service Engineers and external customers.
• Interface with cross functional work teams such as Engineering, Customer support, sales and marketing.
• Create and maintain service information within the CRM.
• Chase Engineers to ensure the final documentation is available once a service visit is complete.
• Ensure all in house repairs are scheduled in a timely manner.
• Raise service cases, coordinating the service team to ensure resources, calibration artefacts and spare parts are available for the Engineer to complete the task in the most cost effective way.
• Handle customer service calls and issues arising from the field service visits in a timely and professional manner.
• Remain calm under strict conditions and pressures.
• Maintain records timely and accurately.
• Make good decisions, demonstrate IT and communication skills.
• Encourage and motivate people; maintain a responsible attitude.

Accountability

• Be a supportive and approachable member of the customer service team promoting openness and honesty.
• Operate within the overall policy of the organisation and keep within its written rules set out in the company handbook.
• Respond to broad guidelines set down by the Service Team Leader.
• Share collective responsibility for Customer Service under the direction of the Service Team Leader.

Required Skills, Knowledge and Expertise

• Experience working in a customer service background.
• Highly organised and highly motivated to deliver the best possible service to customers.
• Set high personal standards for self, assuming responsibility and accountability for successfully completing assignments or tasks.
• Strong verbal and written communication skills to report into management level.
• Ability to manage several tasks simultaneously, work well under pressure and handle stress appropriately.
• Working knowledge of MS office products and CRM software.

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