Customer Support Coordinator
Salary: Above Market Average
Location: Tamworth (Hybrid) Monday - Friday
Overview:
Working for an outstanding and well-established IT outsourcing company, the Successful Customer Operations Coordinator will be responsible for providing support and co-ordination of telephone calls and ticket delegation to the Service Delivery team.
With a solid customer services ability and clear telephone manner, you will also be responsible for carrying out a range of daily administration tasks.
Key responsibilities:
1. Assisting and supporting the management support team to ensure that tickets are Triaged promptly and within SLA
2. On-board new clients
3. Presenting company offering & services (Ad-hoc)
4. Supporting the Service Desk Manager
5. Ensure that reports for monitoring key support activity are run and appropriate actions are taken
6. Prompt escalation of client issues to the appropriate team
7. Review previous days reporting and calls and identifying any issues
8. Produce and update new communication plans for new and existing clients as required
9. Assisting and supporting the management support team with ad hoc Service Desk management when senior colleagues are on annual leave or absent
10. To coordinate the customer satisfaction survey feedback, organising informati...