Responsibilities:
- Coordinate Service bookings utilising service agents and appropriate areas and skills for technicians.
- Act as first point of contact for customer service agents for all service issues, assisting with resolutions where possible, and immediately escalating to the Customer Service Manager where further assistance is needed.
- Act as primary customer liaison for all Professional service bookings assigned, hand-holding communications with the customer to ensure they are constantly updated with any relevant information regarding their service calls. Manage documentation requirements and monitor parts orders required and deliveries expected, rescheduling as necessary and communicating reschedule information to the customer.
- Adjust the technician schedule as required to accommodate emergency calls, exceptions, and non-standard routing requests.
- Monitor the performance of the routing model, providing feedback to the Business Support Manager and Service Manager on problems arising, and proactively suggest possible resolutions.
- Assist in receiving, logging, actioning and closing of customer complaints as required, ensuring the Business Support Manager is immediately aware of new complaints that require attention.
- Ensure that all reporting and administration is completed on a timely manner.
- Monitor and identify any issues (including absent or insufficient processes or systems) in Service impacting financial, response time or service quality results, and suggest solutions to address these issues.
- Collaborate with the Business Support Manager Field Team Leaders and Service Manager in driving quality and consistency across the Service Department.
- Support the Business Support Manager, flagging critical issues on a daily basis and compiling reports as requested on all Service issues.
- Enhance the company reputation through the efficiency, customer service manner and communications of the Service Coordination Team.
- Ensure team delivery of KPIs as agreed with the Business Support Manager.
- Manage response times and communications for customers, external and internal.
- Follow all relevant procedures accurately and efficiently.
- Ensure that all team members and agreed third party service providers have the necessary training to carry out their duties.
- Maintain a knowledge of Miele appliances.
- As the nature of the business is dynamic, areas of responsibility may change over time and employees are expected to be flexible in this regard.
- Excellent organisational and multitasking skills
- Ability to solve problems with a positive outlook
- Ability to work on own initiative and as part of a team
- Ability to work to strict deadlines
- A minimum of 2 Years’ Experience in a similar role
- Excellent attention to detail
- Strong interpersonal skills
- Good attitude and work manner
- Customer Care skills/Ethos
- Good team player & ability to work well with other departments
Apply now for more information
INDCLA
INDCLA
