Customer Service Centre Agent

gloryglobal; Knutsford; On-site; GBP 18,000 - 24,000; Full time

Job summary

gloryglobal is seeking a Customer Service Centre team member to provide varied customer and field engineer support. The role involves handling and logging calls, interfacing between the Service Centre, engineers and customers, and providing telephone advice to resolve faults remotely where possible.

You will plan and schedule workload for engineers to meet service levels, while maximising utilisation and productivity of the field workforce.

Qualifications

• Experience in a customer service environment.
• Ability to handle and log calls accurately.
• Strong communication and coordination with field engineers.

Responsibilities

• Work as part of the Customer Service Centre Team providing varied customer and field engineer support.
• Complete the administration and interface between the Service Centre, field engineers and customers through effective handling and logging of appropriate calls.
• Provide telephone support for customers requiring service and advice, attempting to resolve faults via telephone to reduce the need to send engineers to site where possible.
• Plan, schedule, communicate, and follow up workload for engineers to deliver agreed customer service levels while maximizing utilisation and productivity of the field workforce.

Skills

Customer service

Telephone support

Job description

Overview

To work as part of the Customer Service Centre Team providing varied customer and field engineer support. To complete the administration and interface between the Service Centre, field engineers and customers through both the effective handling and logging of appropriate calls. In addition, provide telephone support for customers requiring service and advice, attempting to resolve faults via telephone to reduce the need to send engineers to site where possible. This includes the efficient and effective planning and scheduling, communication, and follow-up of workload for engineer to deliver agreed customer service levels, whilst maximizing utilisation and productivity of the field workforce.

Responsibilities

• Work as part of the Customer Service Centre Team providing varied customer and field engineer support.
• Complete the administration and interface between the Service Centre, field engineers and customers through effective handling and logging of appropriate calls.
• Provide telephone support for customers requiring service and advice, attempting to resolve faults via telephone to reduce the need to send engineers to site where possible.
• Plan, schedule, communicate, and follow up workload for engineers to deliver agreed customer service levels while maximizing utilisation and productivity of the field workforce.

Contract

This position is a Maternity Cover on a fixed-term contract for 12 months, it could lead to a permanent role.