QUALIFICATIONS AND EXPERIENCE

• A background in Customer Service.
• Minimum 3 years experience in the facilities/maintenance or related sector.
• GCSE Math and English grades A-C (4-9)

SKILLS

• Strong customer care skills and excellent attention to detail.
• Strong IT and administration skills.
• Ability to work to deadlines.
• Strong communication skills.
• Ability to multi-task and prioritise workload.

THE ROLE

An exciting opportunity has arisen with DMA Group for a Customer Service Coordinator (CSC) to join our Customer Service team, working at our office in Rochester.

RESPONSIBILITIES

The CSC is usually the first line of communication with our customers and is responsible for management of relationships with new and existing accounts.
The CSC will provide dedicated support to our customers and be proactive in the continual improvement of the customer experience.

As a CSC, duties will include but may not be limited to:

• Frontline first response to customer communications, providing timely, accurate, friendly and professional service.
• Ensure a high standard of customer communication and service are consistently delivered.
• Respond to customer queries professionally and within agreed timeframes.
• Planning and confirmation of maintenance engineer visits, ensuring attendance is agreed in advance and clearly communicated.
• Provide information and communicate clearly to customers to make sure they are updated on job status, scheduling and any changes to plans.
• Recording and maintaining high quality data.
• Understanding of customer contracts and ensuring the correct service is received.
• Dealing with customer problems and ensuring issues are dealt with in a timely manner.
• Ad hoc tasks as required.