Customer Care Coordinator

at  Ergea UK and Ireland Limited

KEY ACCOUNTABILITIES

• Working as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures
• Coordinating the daily work flow for the management of service delivery to assigned customer contracts
• Answer all telephone calls promptly and appropriately, in line with contractual obligations
• Proactively resolving customer enquiries within first contact
• Diligently monitor the SLA charters for assigned customer contracts, escalating any instances of confirmed or potential failure via the agreed frameworks
• Setting client expectations and striving to exceed these at all times
• Establish and maintain external supplier relationships to assist with maintaining and exceptional level of customer service
• Performance manage internal and external suppliers ensuring service is delivered within contractual service level agreements
• Produce client facing estimates and quotations
• Process purchase orders
• Coordinate email traffic within the central shared inboxes
• Upload data from service intervention records into the CMMS
• Provide cross-functional support for other sub teams where required

SKILLS

Excellent verbal communication
Essential
Excellent written communication
Essential
Intermediate IT skills to include Excel, Word and Outlook
Essential
Self-motivated with a flexible can do attitude
Essential
Adaptability to change
Essential
Good inter-personal skills, must be able to work as part of a team as well as individually
Essential

EXPERIENCE

Working in a call centre environment
Essential
Understanding and monitoring service level agreements
Desirable
Ability to recover customer conflict through the use of positive language
Desirable
An understanding of medical equipment
Desirable
Ability to manage multiple stakeholders simultaneously
Essential

RESPONSIBILITIES

• Provide outstanding customer service to improve customer satisfaction and nurture client relationships
• Operate with self-awareness inspiring a culture of continuous improvement
• Place customers at the centre of everything you do, understanding their wants and needs
• Maintain the critical link between clients, service providers and operations managers to achieve a best-in-class service