Responsibilities
- Handling customer queries both telephone and email in a timely and accurate manner to meet contractual SLA?
- 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
Qualifications
- 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.
- Enthusiastic, willing to learn and have a positive approach.
- Team orientated, self-motivating and success driven.
Position: Customer Service Coordinator. Location: Bracknell. Full-time role Monday-Friday 40 hours per week with varied shifts between 8:00 am and 6:00 pm.
All job candidates will be screened to BS7858 to meet Reliance High-Tech's vetting standards.
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