Customer Support Advisor - Birmingham, United Kingdom - ATS Euromaster

ATS Euromaster

Verified Company

Birmingham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Support Advisor - Outbound

We are currently recruiting for a Customer Support Advisor - Outbound to join the GoTo call centre team based at our Customer Support Centre in Aston.

The role will be working on a shift pattern between the hours of 6am and 9pm, Monday to Friday and alternate weekend shifts.

You will provide a high standard of both inbound and outbound telephone support and associated administrative tasks within the Call Centre.

Delivering outstanding customer service to both internal and external customers within a critical timeframe. Complying with customer service level agreements and internal procedures to achieve defined key performance indicators.

In this role, you will coordinate both resource and stock to ensure jobs are dispatched to the field operations team accurately, on-time ensuring that all processes and quality measures are adhered too, whilst maximising capacity to increase productivity

Key Responsibilities include:

Identifying the appropriate technician and locating the stock in order to complete the job for the Customer in an efficient and effective manner.
Act as the liaison between the Technician and the Customer until the job has been completed in line with the agreed SLA's and KPI's.
Accurately and efficiently entering information reported onto the relevant systems.
Manage the 3rd party escalation and suppliers to ensure they deliver a high standard of service to our customers in line with their provided ETA's and SLA's.
Adhere to the agreed escalation procedures and individual KPI's.
Adapt your approach to each and every situation ensuring you deliver outstanding customer service every time.
Correctly following policy instructions relating to the handling of information for each customer.
Managing customer expectations in reference to attendance dates based on entitlements and service required.

With an excellent telephone manner, you will have good timekeeping, be target driven and have a high level of accuracy and attention to detail.

You will have a good level of geography, be comfortable in using different IT systems and be an all-round team player.