Customer Support Co-Ordinator (Shift)

We are seeking a Customer Support Coordinatorto join a national market leader in the Building Management Systems industry & Energy Optimisation!

This role will be based onsite in Glasgow, it's a 4 on 4 off rotation (08:00-20:00) with shift allowance payable.

In return, you will receive a competitive salary as well as a market-leading benefits package and a commitment to your ongoing training and development.

The Role

The Customer Support Team is committed to delivering exemplary service to Strategic Account clients. Serving as the primary point of contact for all inquiries, they ensure efficient and effective resolution of issues.

• With a focus on minimizing downtime and maximizing satisfaction, they take full ownership of service tickets from initiation to resolution, promptly escalating issues when necessary.
• Through streamlined processes and close collaboration with FM teams, they strive to maintain seamless operations and address maintenance concerns promptly.
• Additionally, they proactively monitor critical alarms to uphold uninterrupted system functionality.
• Their mission is to provide outstanding support, enhance client retention, and uphold the highest standards of customer service.

The ideal candidate will:

• Act as a primary point of contact for both internal and external customers in a customer support coordination role.
• Provide high-quality customer service consistently, ensuring optimum customer satisfaction at all times.
• Demonstrate excellent communication skills, proficiently handling interactions via telephone, email, and proactive alerts.
• Work independently with a high level of initiative, effectively managing tasks and prioritizing responsibilities.
• Maintain proactive communication with customers, keeping them informed of updates and addressing their needs promptly and effectively.
• Strive for efficiency and consistency in all tasks performed, adhering to established standards and procedures.
• Adaptability to varying customer needs and situations, demonstrating flexibility and problem-solving skills.
• Collaborate effectively with internal teams to resolve customer issues and enhance overall service delivery.
• Continuously seek opportunities to improve customer support processes and procedures, contributing to the achievement of organizational goals.

Skills Required:

• Excellent Customer Service skills with a strong customer focus
• Willingness to be flexible & get involved in all areas
• Self-Motivated & Self-disciplined
• Excellent interpersonal skills, willingness to co-operate & work effectively as a member of a team & interact with other departments
• Adaptable to change
• Able to communicate fluently both orally & in writing
• Eager to learn, dynamic, motivated, flexible & service-minded a team player who is capable of working independently or as part of a team
• Good Knowledge of Microsoft Office
• Complies with Health & Safety requirements
• Experience managing customer relationships
• Ticket management background
• Background in working with systems

Due to the nature of this role, you must possess a full UK driving licence.

Before commencing employment you will be required to fully complete a pre-employment screening process consisting of a basic criminal record and credit check.

Please note that unfortunately, any applicants without the relevant work experience, or the Right To Work in the UK will be unsuccessful

Crucial People operates as both an Employment Agency and an Employment Business.