Call co-ordinator (sd/cc)

Job type: Permanent, Full time

Location: Cardiff

£17000

Sector: Business Support

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Job description

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

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