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  • Job reference: RMS0228380

Services Customer Care Coordinator

  • Sector: Commercial
  • Location: Warrington, Cheshire
  • Job type: Contract
  • Date posted: 30/10/2020
  • Duration: on going
  • Time left:
    d h m s
    (17/12/20)
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The Role:
Temp role with definite view to turn permanent.

Candidate must be able to work a 24/7 shift pattern.
7am - 3pm, 3pm - 11pm & 11pm - 7am.

The Mission of the Services Customer Care Coordinator role is to take ownership of the 'end to end' customer experience from taking and logging the initial call to call closure providing the full & final closure report, which includes schedule & dispatch of Internal Field Service Engineers (FSE) to fulfil service requirements. The objective is to deliver a customer service that will exceed our customers' expectations. The Responsibilities


● Accept inbound Emergency break fix calls from the clients customers, understand the customer requirements and ensure the call is logged and directed to the appropriate person for action. Accept ownership of the call to ensure completion.
● Perform an initial diagnostic to understand the customers issue
● Provide effective communication with internal and external stakeholders to ensure SLAs are achieved.
● Provide the Customer with regular updates via their preferred method of communication
● Log all Customer contacts in Salesforce (bFO/bFS), detailing the issues reported and all actions taken. ● Ensure all customer data is maintained in bFO/bFS
● Accept and log incoming support requests from Field Service Engineers, assigning them to the correct
in-house technical support team.
● Manage the administration tasks for the businesses multi-technology customers.
● Manage the administration tasks for global connected services, spanning across multiple time zones.

Essential Skills / Qualifications:
● Strong computer skills such as word, excel, email etc.
● Written - ability to communicate in a clear and concise manner with internal and external customers
● Fluent English is mandatory. Other European languages such as French and Italian are an advantage
● Strong time management skills
● Handles multiple and conflicting priorities and effectively prioritizes tasks in a fast-paced work
environment.
● Detail oriented and able to meet deadlines
● Strong problem solving skills
● Work both independently and as part of a team
● Tactful and effective at dealing with difficult / challenging customers

About Fircroft:
Fircroft has been placing people in specialist technical industries for over 50 years, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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