Customer Service Advisor

Placed: 16/12/17
Region: West Midlands
Location: Kingswinford
Category: Jobs


Content of the advertisement:

**The job role**

To provide effective and efficient call planning support to a team of field service engineers within a designated area. Proactively monitor all customer requests for service support to resolution, maintaining excellent levels of customer service through consistent levels of performance and achievement of service KPIs.

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**Primary Duties and responsibilities:**

* Exceed customer expectations and provide a first class service at all times
* Engage with the customer to understand their requirements and fulfil their requests
* Effective and efficient routing and despatch of field service engineers within a designated area
* Support designated field service engineers through regular communication, updates and feedback
* Accurate input and update of records on internal management system
* Monitor relevant call queues and assign appropriate resource
* Focus on achievement of Service KPIs though effective and efficient routing
* Focus on achievement of own KPIs through consistent levels of performance
* Provide proactive first line support to customers
* Ability to identify potential customer complaints and follow escalation process
* Liaise with Credit Control ensuring account queries are dealt with promptly

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**The ideal candidate**

* Excellent customer service and presentation skills
* Clear verbal and written communication skills
* Target driven with the desire to achieve results
* Ability to work on own initiative and as part of a team
* Resilience and the ability to cope under pressure
* Excellent organisational skills
* Reliable and consistent
* Articulate

Price / Salary: Plus quarterly bonus