Customer Service Centre Agent

To work as part of the Customer Service Centre Team providing varied customer and field engineer support. To complete the administration and interface between the Service Centre, field engineers and customers through both the effective handling and logging of appropriate calls. In addition, provide telephone support for customers requiring service and advice, attempting to resolve faults via telephone to reduce the need to send engineers to site where possible. This includes the efficient and effective planning and scheduling, communication, and follow-up of workload for engineer to deliver agreed customer service levels, whilst maximizing utilisation and productivity of the field workforce.

Key Responsibilities

• To receive and record all service requests and escalations from designated customers through various methods such as calls, e-mails.
• To identify and retrieve appropriate customer records and log requests for customer service on the computer s...