Responsibilities:
• Coordinate service bookings, utilizing service agents and assigning appropriate areas and skills for technicians.
• Act as the primary customer liaison for assigned service bookings, ensuring constant communication and updates to customers.
• Adjust technician schedules for emergencies, exceptions, and non-standard routing requests.
• Monitor the routing model's performance, providing feedback to the Business Support Manager and Service Manager.
• Assist in receiving, logging, and closing customer complaints, ensuring immediate attention from the Business Support Manager.
• Ensure timely completion of all reporting and administration.
• Identify and address issues in service impacting financials, response time, or quality, suggesting solutions.
• Collaborate with the Business Support Manager, Field Team Leaders, and Service Manager to drive quality and consistency.
• Support the Business Support Manager by flagging critical issues, compiling reports on service issues, and enhancing the team's efficiency and communication.
Requirements:
• Excellent organizational and multitasking skills.
• Positive problem-solving ability.
• Capability to work independently and as part of a team.
• Adherence to strict deadlines.
• Minimum of 2 years' experience in a similar role.
• Strong attention to detail and interpersonal skills.
• Positive attitude and work manner.
• Customer care ethos.
• Team player with the ability to work well with other departments.
INDCLA
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