Customer Service Advisor Out of Hours

Otis Elevator Company; Leicester; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Long-term contract

Unsociable hours allowance

Intensive training

Job summary

Otis Elevator Company in Leicester is seeking a Customer Care Champion to join the Otisline Contact Center team for a night shift (10pm–8am, 5 days on/4 days off). You will interface with technicians, service delivery managers and customers, dispatching work orders and updating CRM with accurate information.

The role emphasizes high-quality customer service, strong written and verbal communication, and teamwork under pressure.

Qualifications

• Passion for excellent customer service.
• Excellent written and verbal communication skills.
• Able to work as part of a team under pressure to meet commitments.

Responsibilities

• Handle inbound and outbound calls with technicians, service delivery managers and customers.
• Dispatch work orders via phone or email within defined processes.
• Capture and update all job and customer information in CRM.
• Handle alarm calls according to procedures.
• Manage the OtisLine email inbox and take appropriate actions.

Skills

Customer service

Written communication

Verbal communication

Teamwork

Tools

CRM

Job description

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

Full time

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

Job Title

Customer Care Champion

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.

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

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 / 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.

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].

Click on this link (https://www.otis.com/en/us/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.