Customer Care Champion - Dispatcher

OTIS LIMITED; Leicester; On-site; GBP 26,000 - 32,000; Full time

Job summary

Otis is seeking a CCC-Dispatcher to coordinate work orders and communicate with field technicians. You will dispatch WOs after remote issue verification and provide customer ETAs to ensure timely service.

You will manage availability, keep WOs updated in the CRM for visibility, and maintain high call quality under pressure. You may perform admin tasks and support other CCC teams as needed. Otis values safety, quality and teamwork.

Qualifications

• Excellent customer service mindset and strong communication skills.
• Ability to work under pressure and meet business commitments.
• Willingness to be trained in technology, processes and soft skills.

Responsibilities

• Dispatch WOs to technicians after remote verification (OXP), ensuring SLA.
• Provide the technician's ETA to customers when needed.
• Manage availability to receive technician and customer calls per KPIs.
• Update WOs in CRM so CCC colleagues have visibility of status.
• Maintain a high standard of call quality.
• Dispatch maintenance or insurance tasks on open WOs or when requested.
• On occasion complete admin tasks for field.
• Support other CCC teams such as the emergency alarm desk.

Skills

Customer service

Communication

Teamwork

CRM systems

Call handling

Tools

CRM software

Job description

• Dispatch WOs to the correct technician quickly after first verifying the issue remotely (OXP), ensuring their response time is within SLA


• Provide the technician's ETA to customer when needed


• Manage your availability to receive technician and customer calls according to set performance KPI's


• Ensure WOs are updated within CRM, so any Customer Care Center colleague has visibility of their status


• Maintain a high standard of call quality


• Dispatch maintenance or insurance tasks visits with open WO's, or when requested by the field.


• On occasions you may be requested to complete admin tasks when requested by the field.


• On occasion CCC-Dispatcher may be asked to support other CCC teams such as the emergency alarm desk.
  You are passionate about excellent customer service


• You have excellent written and verbal communication skills


• You are a team player and are able to work under pressure to deliver business commitments, We will train you intensively in the areas of technology, processes and soft skills and you can exchange ideas with experienced colleagues at any time.
  If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model. You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge. We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs. Today, our focus more than ever is on people. As a global, people-powered company, we put people - passengers, customers, and colleagues - at the center of everything we do. We are guided by our values that we call our Three Absolutes - prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here (https://www.otis.com/en/us/our-company/esg) . Become a part of the Otis team and help us #Buildwhatsnext!