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The main duties will be
- Ensure all service requests received are entered on the system and then manage the process from start to completion
- Answer customer calls within the defined time scale, effective call handling to ensure customer requirements are understood and actions fulfilled
- Respond quickly and professionally to customer needs, taking ownership of all issues until customer is satisfied with the resolution
- Ensure key results are achieved in order to meet targets and goals set by Business Group
- Maintain good customer relations by presenting a professional, efficient and helpful service.
- Responsible for the engineer communication in relation to scheduled service activities
- Liaise with other departments such as spares, logistics, technical and sales as required.
- Supporting in the KPI measures set by the business in terms of achieving the results expected and supporting issues impacting on performance
- Build relationships with key customers and have an understanding of external relationships to be able to advise on their agreed pricing and contract structure to ensure satisfaction of the departments / company's service objectives.
- Product awareness to be confident in answering customer questions.
- Assist customers with invoices and warranty return processes
The ideal candidate will have the following skills:
- Ability to communicate with customers at all levels
- Strong negotiation skills
- Good IT literacy and ability to use most standard Microsoft packages
- Ability to co-ordinate multiple tasks simultaneously and work to deadlines
- Strong record keeping and analytical skills
- Well organised and the ability to work under pressure
In return we will provide full product training and the opportunity to progress!
