Customer Service Coordinator - Glasgow, United Kingdom - Bridge of Hope

Bridge of Hope

Verified Company

Glasgow, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Join Our Team as a Customer Support Coordinator

Are you passionate about delivering exceptional customer service and thrive in a dynamic 24/7 operation? Were seeking a dedicated individual to join our team in a crucial role as a Customer Support Coordinator.

Role Overview:

Shift Schedule:
Rotational Shifts: 4 dayshifts / 4 off

Working Hours:
Dayshift from 8 am - 8 pm

Role Responsibilities:

Provide a single point of contact for all customers.
Administer data entry and system updates on internal and client systems.

- Deliver high-quality support during critical periods, minimising downtime for businesses.

Take end-to-end ownership of service tickets (reactive calls & T&M's) through resolution, ensuring accountability for customer support levels.
Oversee the correct escalation of customer concerns.
Increase the speed of resolution time for all inquiries and service tickets.
Aid in customer retention and liaise with FM teams for maintenance issues.
Manage and report critical alarms from various systems.

Role Objectives:

Telephone Management:
Receivership & distribution of inbound calls.

Communication:
Day-to-day management of the customer to ensure satisfaction.

Ticket Management:
Day-to-day ticket & queue management/allocation for reactive, T&M, and PPM.

Third-Party Management:
Build & manage supplier relationships related to ticket management.

Qualifications and Skills:

Excellent Customer Service skills with a strong customer focus.
Self-motivated, disciplined, and adaptable to change.
Excellent interpersonal skills and ability to work effectively as part of a team.
Fluent communication, both oral and written.
Willingness to be flexible and participate in all areas.
Good knowledge of Microsoft Office.

- Compliance with Health & Safety requirements.

Experience and Qualifications:

Good working knowledge of Customer Service.
Experience managing customer relationships and ticket management in a service background.
Background in working with systems.
A good standard of formal education.

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Resourcing Group is acting as an Employment Agency in relation to this vacancy.