Customer Service Advisor
Customer Service Advisor Are you looking for an exciting new career opportunity? Do you have a passion of delivering excellent customer service? Do you want to be in a motivating fast paced environment? If so, we are looking for you to become a part of our team!Role Summary: Proactively monitor internal systems ensuring that all scheduled jobs are completed within the agreed appointment windows, any jeopardy jobs are managed and ensure timely communications to customers where changes are required.
Work with members of the field management teams to ensure that any priority appointment requirements are accommodated, and effortless customer service is delivered.
Main Responsibilities: * To provide in-day support to the field workforce through the management of work levels. * Ensure that call handling standards are met. * Assist in ensuring that the agreed work volumes are met and monitored throughout the day as required and that available capacity is highlighted and communicated to the appropriate teams in a timely manner with a view to securing additional appointments to maintain engineer productivity levels whilst considering local geography, mileage / travel time and engineer skill sets * Maintain communication with the customer to ensure that service levels and agreed appointment slots are achieved.
* To attend conference calls/hangouts when required with colleagues across the operational business.
* Work alongside the Parts team to ensure all parts processes are being adhered to.
* Liaise with Field Management to communicate and resolve workforce issues. * Taking in-bound calls from Engineers/Field Managers and taking ownership to resolve queries as appropriate. Respond to all escalation enquiries and provide solutions as required to deliver upon our Customer promises.
Essential Skills: * Good communication, negotiating and influencing skills. * Attention to detail. * High level of customer service skills. * Confident in dealing with customers and conflict handling. * Ability to take ownership of issues to resolution. Computer literate. ---Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability.
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