Positions holders are responsible for the efficient running of the customer centre, to increase customer satisfaction, loyalty and retention, exceeding customer expectations which can include management or provision of technical and/or non-technical customer service. In-person customer service such as planning schedules , product returns, Remote/virtual customer service via phone, email, online chat, or text such as escalated customer issue support, post-sales product support, field service dispatching, etc. Processing orders from customers and resolving complaints Advising customers on product shortages, expected delivery dates, price changes, etc.
Handle incoming customer calls to address equipment, service, or contract issues
Maintains and supports customer and supplier relationship(s)
Locate and coordinate supplies from internal and external sources to fulfil orders in a cost effective manner
Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process.
Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements
Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services.
Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs
Ensure the accuracy and efficiency of contacts and customer / job data
Responsible for the Service administration teams supporting the hire process.
To ensure internal and external customer satisfaction, through timely, effective and efficient depots administrative process.