Call Coordinator - Cardiff, United Kingdom - Vista Retail Support

Vista Retail Support

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

JOB TITLE:
Call Co-ordinator

Department:
Contact Centre

Location:
Cardiff Office

Reports To:
Contact Centre Manager

Purpose:
To co-ordinate and manage all field service engineer visits to customer sites and to ensure that they provide the level of service required to meet the contractual requirements of the customers

Main Tasks and Objectives

Coordinate field service engineers' visits to customer sites and escalate service requests to the appropriate team or organisation.
To deal with any concerns over calls that engineers may have but to ensure that they attend the maximum calls which is feasible in the working day in the area being coordinated.
Complete call incident reports, detailing field service engineers' involvement in sensitive calls for management and customers as required.
Update and maintain the company database.
Complete daily shift handovers to pass issues to colleagues and shift engineers.
Liaise with other internal departments to ensure that calls are closed in the most efficient manner possible.
Take an active role in streamlining processes and improving customer service.