Customer Support Advisor - Cheltenham, United Kingdom - PKL Group

PKL Group

Verified Company

Cheltenham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Company

PKL, a division of Lowe Rental, is the leading commercial catering equipment and Portable Kitchen supplier to both public and private sector clients across the globe.

With over 30 years' experience, our unique culture is built on people, from motivating and developing our highly talented team, to truly listening to and delivering against our clients' needs.

We are looking for experienced Customer Service Advisors to join. We are looking for people with all types of experinece from first role though to experienced advisors.

Your Responsibilities

Receiving breakdown job information from clients via the telephone
Using product knowledge and engineer advice, seek to resolve the issue by telephone
Logging all breakdowns onto the Technical Support IT system
Organising PKL or subcontract engineers to attend site where required
Liaising with clients on engineer's ETA and access
Raising POs and invoices. Check and approve invoices for payment
Once the engineer has attended site, update the Technical Support IT system with relevant information add PKL parts onto the system if PKL engineer has used van stock
Collating job sheets on a daily basis and report back to customer
Ordering spare parts as required, pick and pack spares and send to engineer or site
Organising engineer's reattendance if required and update clients
Updating the Technical Support IT system and close jobs when they are complete
If breakdowns are chargeable, advise client of the costs and reasons and log on internal system
Arranging for an exchange item to be transported to site when a repair cannot be made
Liaising with clients on exchange dates and organise engineers to attend
Assessing, on a day to day basis, that we have effective deployment of engineer resources
Plan/organise for test equipment to be recalibrated before certification runs out and keep spreadsheet up to date
Keeping engineer qualification and certification documents up to date
PPM (and other tasks) scheduling
Issuing RAMS and SWPs to customers
Planning site inductions for engineers