Job Ref: 215479277

Date: 2022-01-05 14:25:53

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One of our large clients are looking for the following:

Provide initial telephone contact for all customer enquiries.

Log incoming customer calls on the system in accordance with company guidelines

Route calls and allocate to Field Service Engineers to provide optimum territory coverage within Service Level Agreements (SLA)

Ensure scheduled service visits are completed within their specified time frame and keep a record of same

Provide customers with Estimated Time of Arrival (ETA) and/or Job Reference

Numbers where requested and ensure such ETAs and/or completion dates/times are met

Use Outstanding Call Reports and all other necessary means to ensure Response Times to calls are kept to a minimum.

Manage the Service Engineers' Diary accurately, keeping it fully up to date with all call details, Preventative Maintenance visits, Engineer availability etc.

Close calls in a timely manner and in accordance with customer requirements and/or company guidelines.

Process Engineers dockets to conclusion, i.e. further stock requirements, BER (Beyond Economical Repair) letters, sales leads.

Liaise with Operations Director and Stock Controller on stock requirements to ensure that Engineers attend calls with all the necessary equipment and spares within required timeframes, and to help ensure that stock is at an optimum point without costly excess and that call responses are not affected by lack of stock .

Liaise effectively with customers in connection with order and despatch enquiries.

Filing of all paperwork within Call Logging area.

Provide reports as requested by your Manager/ Key Contact.

Maintain a good working knowledge of all products' features and benefits

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