This role is to provide support to their core accounts. The main emphasis of this role is delivering timely and professional customer service to their customers who call into the Customer Support Centre to deliver a seamless service for their technical and product enquiries.
This will include managing and accurately recording equipment faults in their CRM and deliver on set customer response KPI targets.
You will also need to monitor and ensure that the Key Performance Indicators (KPIs) are met from their service suppliers and complete any escalation activities as required to ensure that all customer support is delivered to their customer contractual obligations.
In addition, the position will involve at times creating reports for their Account Managers and data collection.
As part of the technical service administration team you will be responsible for some or all aspects of customer and field support.
Key responsibilties:
* Handle inbound customer calls on the dedicated MSC/Customer Service hotline
* Manage mailbox enquiries
* Accurately log faults within the CRM
* Scheduling the following activities:
* Emergency call outs
* Routine Maintenance PPM visits
* Urgent Field Corrective Action & ECR requirements
Collaborative working with the field service engineering team to meet customer requirements
Salary description
£34500.00 - £34500.00 per year