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Client Service Administrator

Posted 16 March by Focus Resourcing Easy Apply Ended

Due to continued growth, our client is looking to recruit a Client Service Administrator to work as part of their busy business contact centre.

You will support the co-ordination and management of field service engineers to visit customer sites and to ensure that they provide the level of service required to meet contractual requirements clients.

Contract: Permanent

Salary: 17k plus excellent company benefits

Hours:

  • Rota shifts working between 8:00am - 7:00pm Monday to Friday
  • Plus 1 out of weekends on Rota basis (weekend rates will be paid)

Location: Due to location candidates will ideally have access to own transport

Key Responsibilities:

  • Provide telephone and email service for the contact centre
  • Co-ordinate field service engineers' visits to customer sites and escalate service requests to the appropriate team or supplier
  • Complete call incident reports, detailing field service engineers' involvement and escalate to management / customers when needed
  • Update and maintain the company database
  • Prepare the necessary call statistics and assist in the generation of monthly measurements
  • Complete customer satisfaction calls on each closed field service engineer visit
  • Complete daily shift handovers to pass issues to colleagues and shift engineers
  • Take an active role in streamlining processes and improving customer service
  • Ensure all customers receive a professional service at all times
  • Calls are prioritised and organised to meet SLAs

Key Skills & Experience:

  • An efficient and organised manner with excellent administration experience
  • Excellent communication skills with a focus on delivering strong customer service
  • Strong attention to detail and the ability to enter data accurately into the CRM system as well as talking to the customer at the same time
  • Strong computer skills and aptitude for understanding technical issues
  • Experience in dealing with customer enquiries and requests
  • Experience of scheduling appointments
  • Experience of call logging and database administration
  • Ability to remain calm under pressure and adapt to change
  • Patient and diplomatic when handling difficult customer situations
  • Enthusiastic and self-motivated with ability to work on own initiative

The company offer an excellent working environment, career progression opportunities and excellent benefits.

Reference: 34703175

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