As a Client Service Advisor, your primary responsibility is to be the first point of contact resolution for customer queries. Utilize company systems to raise service orders to send to field engineers for machine fixes and update customers within Key Performance Indicators (KPIs). You will learn all first-line technical aspects of all the equipment to best assist the customer and reduce engineer callouts.
Overall KPIs
Key Performance Indicators (KPIs)
1. Achieve 100% call answer rate within 10 seconds of connection.
2. Respond to external and internal emails within 1 hour of receipt.
3. Inform customers of delayed attendance within 30 minutes of being informed.
Performance Indicators (PIs)
1. Arrange dispatch of signal tests within 1 working day.
2. Inform Scheduler of job cancellations within 30 minutes of being informed.
Responsibilities
Customer Support
* Generate quotations for upgrades, machine repairs, and 4G upgrades requested by customers.
* Maintain regular communication with customers and internal departments to provide updates on the progress of outstanding orders.
* Arrange conference calls with external teams and customers to discuss project work.
* Demonstrate proficiency in machine technologies and software required for order facilitation and upgrades.
* Answer telephone calls/emails from engineers.
* Assign jobs to engineers when requested.
* Send engineers signal tests to carry out site surveys.
* Raise service orders upon engineer request.
Admin Support
* Use internal systems to report machine faults from customer and internal requests.
* Ensure daily organization of inbox to streamline communication and task management.
* Keep all relevant spreadsheets updated consistently to ensure accurate record keeping.
* Send dispatch notes to the Stores department.
* Inform Scheduler of vandalism assessments to schedule within customer time frame expectations.
Cross Function Support
* Assist product configuration team to load jobs for large scale orders.
* Complete beyond economical repair forms to send to the customer and Contracts Coordinator.
Health & Safety
* Ensure H&S procedures are followed, and that all employees are adequately trained. Liaise with Facilities Manager as required, e.g., in the event of an accident.
* Ensure a safe working environment for staff, customers, and visitors to store premises.
* Conduct risk assessments in all areas.
* Ensure accident handling/reporting procedures are followed.
Required Competency and Behaviours
* Leadership
* Results Focus
* Planning & Organising
* Developing Self and Others
* Customer Focus
* Adaptability and Flexibility
* Understanding Self and Others
* Teamwork
* Influencing
* Communication
* Business Awareness
* Thinking & Problem Solving
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