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Customer Service Advisor

Grafters Recruitment Consultants Ltd
Closing date
23 Apr 2024

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Contract Type
Full Time

My client is seeking a talented Customer Service professional to fulfil the role of Customer Service and Dispatch Agent.

The role will include providing 1st line support, information and updates to our customers, managers, and internal departments. The role is also to ensure the correct, accurate, scheduling of all reactive breakdowns, pre– planned services, decommissions and installations in any/all our engineering sectors, including the booking of all travel / accommodation arrangements.

Key Responsibilities:

  • Provide excellent Customer Service at all times.
  • Accurately input information onto the service management system.
  • Raise customer quotes as appropriate and obtain purchase orders from customers for chargeable jobs.
  • Regularly check progression of jobs to ensure we achieve service level agreements.
  • Provide phone support to engineers in the field.
  • Actively work towards Department KPI s and achieving company goals.
  • Comply with the company s business procedures (ISO).
  • Log information in to external customer portals as required.
  • Monitor and manage all mailboxes as required.
  • Scheduling and allocation of engineer s work in the most efficient way and ensuring the correct skill levels are used whilst complying with the company s H&S policies.
  • Travel arrangements and hotel accommodation booking, ensuring good practices are maintained regarding costs.
  • Raise job numbers for service installs and future planned work and update the company database.
  • Ensure all spreadsheets are kept up to date with machine details, changes of address, etc.
  • Contact with Engineers to inform them of the allocated work for the following week.
  • Maintain constant feedback to Team Leader to ensure schedule of work is carried out effectively and issues raised.
  • Communicate relevant updates to customers, key account managers, engineers and management in a timely manner.

Successful candidates will possess:

  • Good interpersonal relationship skills
  • Have excellent Customer Service skills with proven experience.
  • Computer literate with full Microsoft package skills, database experience preferred.
  • Good geographical knowledge
  • Must be a team player and flexible.
  • Effectively multi–task and prioritise their workload.
  • Proactive and able to look outside the box essential.
  • Have a high level of accuracy and attention to detail
  • Have a positive 'can–do' attitude.

We endeavour to reply to all applications, however, if you haven t heard from us within 7 days, you have been unsuccessful with this particular role. You are very welcome to apply to future advertisements placed by Grafters Recruitment Consultants / Grafters Accountancy Personnel.

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