Customer Services Coordinator: Service Desk & Field Support

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

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.