ABOUT THE COMPANY

A wholly owned subsidiary of a world leading manufacturer and provider of high quality ophthalmic diagnostic solutions.
We are looking for a Helpdesk and Contracts Coordinator to join our team.
We work in a fast-paced, exciting environment where you will be dealing with customers and colleagues. The role will report to the Head of Technical Services and provide vital support to the Technical Support and Sales Teams taking ownership of important administrative tasks.

SKILLS & EXPERIENCE NEEDED

• Demonstrable experience working within a fast-paced customer service or contract administration role.
• Good organisational and time management skills to effectively coordinate and deliver on variety of actions concurrently.
• Excellent communication skills, both written and verbal and the ability to build rapport and manage customer expectation.
• Experience in driving brand loyalty and increasing customer engagement and the ability to present products and service via phone.
• Demonstrable IT Skills and the ability to navigate multiple systems competently (e.g.: familiarity with ERP/CRM such as openCRM, Salesforce & Sage or similar would be beneficial).
• Working knowledge or understanding of quality management system requirements.
• Ability to work confidently in a cross functional environment and to achieve consensus between all departments.
• A minimum of 2 years administration experience is desirable
• A minimum of 2 years customer service experience is desirable
  Transferable skills will be considered for this role, with our focus being on finding the best person for the job in line with the full job description.

ABOUT THE ROLE

The Helpdesk Coordinator role specialises in the enhancement of positive customer experiences by managing the Support Services, coordinating the service team, and ensuring efficient service delivery.
This is a permanent opportunity based from our UK HQ in Hemel Hempstead, Hertfordshire. You will work closely with the technical services team as well as the finance team, supporting the Contracts and Customer Service Advisor.
The Helpdesk Coordinator is responsible for the administration, coordination and implementation of The Help Desk Tickets. Controlling the whereabouts of the Companies loan systems, making sure all paperwork has been signed off by the recipient and the relevant engineer.

TASKS

• Administer the helpdesk and expediate all helpdesk tickets by considering customer situations and working with the technical support team to make efficient and effective decisions on what is required
• Solve problems while exhibiting professional judgement and setting correct customer expectations, such as the coordination of loan systems. This includes checking the correct device(s) are available, and setting realistic timeframes on when it can be available
• Identification and resolution of customer issues, formulating cost effective service delivery plans and then following through to produce the requisite service activity documentation in a timely manner. This will be accomplished through appropriate communication with the customer and by involving UK and international support teams, applications support and sales management personnel as appropriate
• Manage and expediate all loan stock in order to provide the highest level of customer care and reduce downtime
• Accurately report on failure and repair ticket data through the company CRM system to the Head of Compliance (monthly quality assessments) and the Head of Technical Services as required
• Accurately and consistently perform administrative tasks including the resolution (and/or escalation of) helpdesk tickets, service contract reports, installations etc
• Ensure that all breakdowns, remote sessions, and repairs are scheduled and performed on time in cooperation with the field service engineers and Sales Managers
• Monitoring the resolution process on Help Desk to ensure deadlines are met
• Produce monthly reports/figures on tickets logged/completed
• Regular engagement with the logistics team based in Hemel Hempstead for ensuring parts are dispatched to the engineers and customers, where required
• Provide figures for monthly SLA/KPI Reporting
• Support Contracts and Customer Service advisor with raising maintenance contract quotes
• Support the Head of Technical Services with ad-hoc reporting as/when required
• Create or administer (as applicable) the monthly repair cost report on a spreadsheet for the Finance Department, this includes collating data and raising invoices as part of a ticket lifecycle
• Manage the relevant email inboxes for customer queries and relevant documentation, responding to an escalating where required
• Working with the wider team, be available to answer helpdesk calls as/when required
• Monitor any voicemail transcripts and associated voice notes received via email, responding to, and escalating where required
• Working closely with the Contracts & Customer Services advisor and deputising where required.