JOB DESCRIPTION

JOB TITLE Despatch / Customer Service Advisor
REPORTING TO
Call Centre Team Leader
WORKING HOURS 4 on 4 off shift rotation 12.30pm to 11pm
LOCATION Bellshill office
SALARY £18,050

Reporting to the Call Centre Team Leader, the Operations Co-Ordinators main duties will include responding to calls from customers and clients via the Call Centre or the work despatch desk.

Duties include scheduling work while optimizing skill level and location, parts scheduling, customer follow up, technician follow up, customer service, managing labour and call times, schedule appointments, transfer calls to appropriate departments.

Ensuring work is prioritised accordingly and despatch to the engineers via the company PDA system.

Monitor and manage the workload to ensure we adhere to client KPI’s and meet client / customer expectations.

Ability to multitask, thrive under pressure and think quickly and analytically a must. Good phone etiquette, computer skills and work well under pressure.

Learn the business and learn how to prioritise the most urgent customer calls / jobs

Ensure a quality customer experience by relaying detailed and accurate information to the clients, engineers, technicians and Managers.

Maintain an exceptional level of professionalism with customers and co-workers at all times.

Cv’s to  tracy.wilson@sfml.co.uk