Customer Service Advisor - Nights

Otis Elevator Company; Leicester; On-site; GBP 15,000 - 18,000; Full time

Job summary

Otis Elevator Company is seeking a Customer Service Advisor for night shifts at the Otisline Contact Centre in Leicester. The role involves handling inbound/outbound calls, dispatching work orders, and maintaining accurate CRM records.

You will work 10-hour nights from 22:00 to 08:00 in a rotating pattern, staying organized and customer-focused. Ideal candidates are passionate about customer service, possess excellent written and oral communication skills, and can work well under pressure as

Qualifications

• Customer-focused approach with strong communication.
• Able to work night shifts and remain calm under pressure.
• Collaborative team player who can handle multiple tasks.

Responsibilities

• Manage inbound and outbound calls from technicians, service delivery managers and customers.
• Dispatch work orders created by telephone or email within the agreed process and timeframe.
• Ensure all relevant job and customer information is captured and updated in CRM.
• Follow required procedures when answering alarm calls.
• Manage the OtisLine email inbox and take appropriate actions.
• Log inspectors' reports on CRM.

Skills

Customer service

Written & verbal communication

Team player

Handling pressure

Night shift adaptability

Tools

CRM system

Job description

On-Site

Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom

Full time

Customer Service Advisor – Night Shift

Otisline Contact Centre | Leicester

Otis is growing and we are recruiting a Customer Service Advisor working Night shift within our Otisline Contact Centre Team, based in Leicester.

The role is working 10-hour night shifts from 10:00pm to 8:00am. The shift pattern consists of 5 consecutive nights on, followed by 4 consecutive nights off, on a continuous rotating basis.

This is an important customer-facing role at the heart of our service operation. As part of Otisline, you will be a key point of contact for our customers, field technicians and Service Delivery Managers, helping to ensure enquiries, alarm calls and service requests are handled professionally and efficiently.

Acting as the primary interface between our internal and external customers you will be based in Otisline but will have the flexibility and ability to upskill into other areas of the customer service centre.

On a typical day you will:

• Manage inbound and outbound calls from Technicians, Service Delivery Managers and Customers
• Dispatch work orders created by telephone or email within the agreed process and timeframe
• Ensure all relevant job and customer information is captured and updated in CRM
• Follow required procedures when answering all alarm calls
• Manage the OtisLine email inbox identifying and completing the correct action required from the email
• Log Insurance Inspectors reports on CRM

Working during the night means you will need to remain calm, organised and customer-focused, even when dealing with time-sensitive calls or multiple requests. You will listen carefully, gather the right information and make sure each enquiry or work order is recorded accurately and progressed in line with the appropriate process.

What you will need to be successful:

• 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

What’s In it For Me?

You will receive an employment with the world market leader in a crisisproof industry. We will train you intensively in the areas of technology, processes & soft skills and you can exchange ideas with experienced colleagues at any time. With strong performance, you will have the opportunity to grow in this role to build a career at Otis.

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) .

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [e-mail].

Privacy Policy and Terms:

Click on this link (https://www.otis.com/corporate/privacy-policy/Job-Applicant/) to read the Policy and Terms

We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.