Customer Care Champion - Dispatcher

OTIS LIMITED; Leicester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global company in Leicester is seeking a customer service representative to manage customer interactions effectively. You will be responsible for answering calls, handling follow-ups, and accurately dispatching requests to engineers. Ideal candidates have strong communication skills and the ability to manage stress in a fast-paced environment. Opportunities for career growth and extensive training are provided.

Responsibilities

• Answer all calls with a friendly tone at all times.
• Take ownership of customer follow ups promptly and efficiently.
• Provide accurate information within the CRM Business System.
• Dispatch break-down calls to appropriate engineer quickly.
• Monitor engineer's all-safe system and escalate when needed.

Skills

Excellent language, listening and communication skills

Customer‑centric mindset and empathy for people

Resilience in handling stressful situations

Ability to manage large number of customer interactions

Familiarity with IT systems

Job description

Responsibilities

• Answer all calls with a friendly welcoming tone at all times
• Take ownership of customer follow ups (Internal and External) promptly and efficiently
• Adhere to OXP system checking process, prior to dispatching a call
• Provide specific, accurate information within Otis CRM Business System at all points of contact
• Dispatch break-down calls to appropriate engineer, accurately and at pace to ensure contracted
• Call customers with engineer eta's when requested by the caller and detailed in the CRM notes
• Monitor the engineer's all-safe system, ensuring all escalations to Field Manager are completed when required
• Observe and act upon building note instructions when applicable at all times

Qualifications

• Excellent language, listening and communication skills
• Customer‑centric mindset and empathy for people
• Resilience in handling stressful situations with ease and professionalism
• Comfortable managing large number of customer interactions under time-sensitive conditions
• Living Otis behaviours and Otis Absolutes
• Affinity using multiple IT systems

Benefits

You will receive an employment contract with the world market leader in a crisis‑proof industry. We offer remuneration in accordance with local standards and intensive training in technology, processes & soft skills. With strong performance, you will have the opportunity to grow in this role.