Customer Service Advisor Out of Hours

Otis Worldwide Corporation; Leicester; Presencial; GBP 21.000 - 27.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Long-term employment

Unsociable hours allowance

Intensive training

Career growth opportunities

Descripción de la vacante

Otis is hiring a Customer Care Champion in our Otisline Contact Center in Leicester. The role covers handling inbound and outbound calls, dispatching work orders and keeping CRM up to date, on a 10pm-8am, 5 days on 4 days off rotation. You will interface with technicians, service delivery managers and customers.

We value safety, quality and continuous training; you’ll receive intensive training, competitive local pay, and the chance to grow within a global market leader.

Formación

• Passionate about delivering excellent customer service.
• Excellent written and verbal communication skills.
• Able to work well in a team and handle pressure.

Responsabilidades

• Handle inbound and outbound calls from technicians, service delivery managers and customers.
• Dispatch work orders by phone or email within the specified process and timeframe.
• Capture and update all job and customer information in CRM.
• Follow procedures when answering alarm calls.
• Manage the OtisLine email inbox and take the appropriate action requested.

Conocimientos

Customer service

Communication skills

Team player

Resilience

Descripción del empleo

Role Overview

Would you like to join a truly international, talent driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity? Otis is growing and we are recruiting a Customer Care Champion working within our Otisline Contact Center Team, based in Leicester. The hours of work will be 10pm-8am working on a 5 days on 4 days off rotation. 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 center.

Duties

• 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

What you’ll 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 / Benefits

• You will receive a long-term employment contract with the world market leader in a crisis-proof industry
• We offer you remuneration in accordance with local standards plus an unsociable hours allowance
• 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

Company Culture

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

Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.

Equal Opportunity Statement

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.

Accommodation Contact

To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [e-mail].