Job Description
Role Overview:
As the Customer Experience Coordinator at Technical Lift Services Ltd., you will be the first point of contact for customers, ensuring all interactions are seamless and professional.
You'll proactively manage customer communications, provide regular updates, and handle enquiries with a focus on maintaining high levels of satisfaction.
Your role will also include gathering feedback and working closely with the office and engineering teams to continuously improve our service.
Key Responsibilities:
Customer Communication:
* Act as the primary contact for all customer enquiries, ensuring timely and professional responses.
* Provide regular updates on job statuses, repair timelines, and service schedules.
* Liaise with customers to gather detailed fault information and ensure accurate handovers to engineers or technical teams.
Proactive Coordination:
* Monitor job progress and communicate delays or changes to customers promptly.
* Ensure customers are informed of resolutions and next steps post-service.
* Handle complaints sensitively, escalating complex issues to the Director when necessary. Feedback and Continuous Improvement:
* Collect and analyse customer feedback to identify trends or areas for improvement.
1. Work with internal teams to implement solutions th...