Resourcing Group are hiring a Customer Service Support Co-ordinator to join our Client in Glasgow.
The successful candidate will be required to act in a customer support co-ordination role providing a single point of contact to both internal and external customers. The role requires a high level of customer service & the ability to communicate, work on their own initiative & performing consistently & efficiently. Communication will be via Telephone, email & proactive alerts. Working to achieve optimum customer satisfaction at all times.
Main duties & Responsibilities
The Customer Support Team strives to consistently provide a proficient high quality customer service to Strategic Account customers through strong customer relations with a thorough understanding of customer's business requirements.
- Provide a single point of contact for all customers
- Administrate data entry and system updates on internal and client systems
- Deliver high quality support to customers in their critical periods, working to minimise down time in their business
- End to end ownership of service tickets (reactive calls & T&M's) through to resolution and be accountable for customer support levels delivered
- Oversee correct escalation of customer concerns
- Increase the speed of resolution time for all enquires and service tickets
- Aid customer retention
- Liaising with FM teams as to any maintenance issues where these arise
- Manage and report critical alarms from various systems
Area: | Telephone Management |
Objective: | Receivership & distribution of Inbound Calls |
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Area: | Communication |
Objective: | Day to Day management of the customer to ensure satisfaction |
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Area: | Ticket Management - Reactive, T&M & PPM |
Objective: | Day to Day ticket & queue management / allocation |
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Area: | Third Party Management |
Objective: | Build & Manage Supplier relationships in relation to ticket management |
- Good working knowledge of Customer Service
- The ability to take ownership of issues & work to tight timescales
- Experience of managing customer relationships
- Ticket management from a service background
- Excellent communicator
- Background in working with systems
Setsquare is committed to equality in the workplace and is an equal opportunity employer.
Setsquare is acting as an Employment Business in relation to this vacancy.