Call co-ordinator (sd/cc)
Sector: Business Support
Our client is a thriving IT Service provider based in Cardiff and they are looking to recruit for a Call co-ordinator to join its busy team.
The main purpose of the role is to co-ordinate and manage all field service engineer visits to customer sites and to ensure that they provide the level of service required to meet the contractual requirements of the customers.
Main Tasks and Objectives
Provide telephone and email service for the Support contact centre 8am - 7pm Monday to Friday, Saturday 8am - 5.30pm and Sunday 9am - 5pm on a rota basis.
Co-ordinate field service engineers' visits to customer sites and escalate service requests to the appropriate team or organisation.
Complete call incident reports, detailing field service engineers' involvement in sensitive calls for management and customers as required.
Update and maintain the company database.
Complete daily shift handovers to pass issues to colleagues and shift engineers.
Take an active role in streamlining processes and improving customer service.
Skills and knowledge
Experience in dealing with customer enquiries and requests for further information
Experience of scheduling appointments
Experience of call logging and database administration
Effective team player with the ability to work as part of a small team
Willing to take ownership and see tasks through to completion
Ability to remain calm under pressure and adapt to change
Patient and diplomatic when handling customer situations
Enthusiastic and self-motivated with ability to work on own initiative
This role carries a salary of 17000 and would increase once fully trained