Customer Service Advisor - Kent, United Kingdom - REGEN SOLUTIONS (U.K) LTD

REGEN SOLUTIONS (U.K) LTD
REGEN SOLUTIONS (U.K) LTD
Verified Company
Kent, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Customer Service Advisor

Maintenance Contractor

Perm

Kent

£25,000 - £26,000 PA

The role:


You will be first point of contact for the customers and will book in the first initial job and diagnose the repair required.

You will be working directly under the team leader to ensure all information is taken accurately and customers data capture requirementsare adhered to.


Responsibilities:


  • Pickup all incoming calls within set timescales (20seconds)
  • Regular watch of the wallboard to see calls is queue etc.
  • Follow the greetings script for the call duration
  • Bookin all new jobs via Microsoft Dynamics for job allocation and add as many notes as required for future reference.
  • Diagnose repair and ensure all details are covered to maintain getting the job done right first time
  • Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and summary of the job raised is provided at the end of the call
  • Raise jobs from the Repairs inbox (set daily targets pp per day by Call Centre Supervisor)
  • Raise any issues/concerns observed to the relevant party (Supervisor, planners etc)
  • Raise recalls and send out any letters as and when necessary.
  • If a residents/client calls with no show/query call the operative/subcontractor or alternatively pass to the planners
  • Pass jobs to the planner queue for planners to deal with if allocation of job cannot be found or accommodated with the resident
  • Liaise with the planners with queries called through
  • Liaising with the planned works team if a query comes through for planned jobs taking place
  • Update client/resident if required on any job by COP the same day
  • General administration

Requirements:


  • Good telephone manner
  • A strong customer ethos
  • The ability to establish and maintain good customer/client relationships.
  • Good time management, planning & organisational skills
  • Attention to detail
  • You take responsibility
  • You work & behave positively, proactively & constructively
  • The ability to work with the minimum of supervision as part of a team.
  • Excellent communication skills both verbally and written
  • Take ownership of problems to find a resolution
  • Experience of handling multiple tasks in a high volume, rapidly changing environment

Customer Service Advisor

Maintenance Contractor

Perm

Kent
**£25,000 - £26,000 PA
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