Customer Services Co-ordinator

Mulmar; Hatfield; On-site; GBP 26,000 - 32,000; Full time

Job summary

Mulmar, Hatfield-based specialist in espresso machine maintenance, is seeking a Customer Services Co-ordinator to manage customer enquiries, diagnose issues over the phone, and route requests to the appropriate teams.

You will schedule reactive callouts, log and track service requests in the Siclops system, and work with the service, sales and field teams to uphold SLAs and deliver excellent customer satisfaction.

Qualifications

• Experience in customer services environment working to timescales essential.
• Experience of service support in maintenance, logistics or courier services advantageous but not essential.
• Computer literate, preferably with MS Office including Outlook, Word and Excel.
• Experience in the use of customer databases advantageous.
• Good general knowledge of geographical locations within the UK.

Responsibilities

• Receive enquiries from customers via phone, fax, email and letters.
• Respond to calls, diagnose faults and arrange fixes; forward to the right team.
• Plan and allocate reactive callouts to regional Field Engineers.
• Log service requests in the Siclops system; maintain accuracy and generate reports.
• Prioritise, schedule and record service engineer activities.
• Liaise with customers, service, sales and others; follow up for info.
• Escalate major issues to the Customer Service Supervisor or Service Manager.
• Ensure Service Desk phones are answered during working hours.
• Check missed calls from the previous day.
• Ensure services meet contracted SLAs.

Skills

Attention to detail

Customer service

Communication skills

Flexibility

Integrity/Honesty

Interpersonal skills

Resilience

Tools

MS Office

Job description

Customer Services Co-ordinator

Location: Hatfield based, AL9 5JN

Contract: Full time, Permanent

Salary: £29,000 + DOE

We are Mulmar, we are growing and we want you! With more than 30 years’ experience and over 140 employees throughout the UK and Ireland, Mulmar is a leader in the supply and maintenance of some of the world’s finest espresso coffee machines in offices, high street coffee shops, restaurants, airports, hotels and food retailers.

Key Responsibilities:

• Receive incoming enquiries from customers via telephone, fax, email and letter.
• Respond to customer service calls: diagnose faults and assist with a telephone fixes where possible, respond directly to customer enquiries, or assign requests to the relevant personnel who can answer, track responses back to the customer to ensure 100% customer satisfaction.
• Plan and allocate customer reactive callouts to regional Field Engineers.
• Log service requests into the Siclops Service Management System, ensuring that call details are accurate and reflective of call type: Maintain Call monitors, Asset management, Database management and cleansing, Generation of reports
• Prioritise, schedule and record service engineer activities.
• Monitor and follow up requested information – liaise with customers, service team, sales team and other relevant people informed as necessary.
• Escalate emerging major issues to Customer Service Supervisor and/or Service Manager.
• Ensure Service Desk telephones are promptly answered during working hours.
• Check missed calls from previous day.
• Ensure services meet customer contracted Service Level Agreements (SLAs).

Essential / desirable experience requirements.

• Experience in customer services environment working to timescales essential.
• Experience of service support in maintenance services, logistics or courier services advantageous but not essential.
• Computer literate, preferably with experience in MS Office including Outlook, Word and Excel
• Experience in the use of customer databases advantageous.
• Good general knowledge of geographical locations within the UK.

The job holder should possess the following personal competencies:

• Attention to detail. Is thorough when performing work and conscientious about detail.
• Customer service skills. Work with customers to assess their needs, provide information, resolve problems with an ability to resolve conflicts or disagreements in a constructive manner.
• Communication skills. Be able to express information to customers clearly and concisely, listens to others, understands non-verbal cues and responds appropriately.
• Flexibility. Open to change; adapt behaviour or work methods in response to changing conditions, equipment and customer requirements.
• Integrity/Honesty. Displays high standards of conduct and is trustworthy.
• Interpersonal skills. Shows understanding, friendliness, courtesy and politeness to others; able to develop and maintain effective relationships with others.
• Resilience. Able to manage pressure, remains optimistic and persistent.

No agencies please