Customer Support Coordinator
: Job Details :


Company : Ortolan Group


Job Location : Hawarden, Flintshire, UK


Posted on : 2022-08-06T01:22:43Z


Job Description :

  • Posted: 10 hours ago
  • Reference: C&C_1659629280
  • Title: Customer Support Coordinator
  • Type: Permanent
  • Full or Part-Time: Full-Time
    • Start Date: ASAP
    • Skills Required: Customer Services, CRM, MS Office, Key Accounts, Quotes
    • Industry: Call Centre and Customer Service
    • Location: Hawarden, Flintshire, Wales
    • Salary: Negotiable Customer Support Coordinator

      Deeside, Flintshire

      Full-time, permanent position

      Established in 1998, C&C Catering Engineers is a fast, reliable and professional emergency repair, service and maintenance company proudly supporting the catering industry nationwide.

      Role overview

      An opportunity has arisen for a Customer Support Coordinator to join the Customer Support Department. In this role, you will serve as the primary administrative contact for the provision of Key Account Support, for both external and internal customers, delivering a customer focused service.

      Under the direction of the Service Manager, you will be responsible for making judgments and discretionary decisions in accordance with company policies and procedures that effect the operations of the organisation. You will effectively communicate those judgments and decisions to the customer, within the framework of the Service Level Agreements for both internal and external customers.

      Main duties and responsibilities
      • Receiving all questions and concerns from external and internal customers and provide solutions to problems
      • Receiving and validating call outs from customer and providing the first line of problem solving for requested call outs
      • Determining date of attendance and ensuring any missing information is obtained
      • Scheduling engineer calls to optimise attendance times and profitability
      • Ensuring all attendance updates are issued in a timely manner to the customer
      • Advising customers of any delays/updates against scheduled dates
      • Proactively pursuing contract renewals
      • Proactively plan service visits
      • Generating quotes and follow up to maximize conversion to orders
      • Liaising with subcontractors to ensure customers are updated in a timely manner
      • Taking external calls for all service and spares enquiries
      • Ensuring the service database is maintained for assigned accounts
      • Processing all incoming emails to generic email box
      • Acting as a back-up to other members of the Customer Support Team
      • Providing general assistance to engineers as required
      • Maintaining or increasing revenues for assigned accounts by providing and ensuring the service offered is perceived as adding value for the customer
      • Completing and maintaining all required paperwork, records, documents, etc.
      • Maintaining departmental housekeeping standards What we are looking for:

        You will have a flexible and proactive approach to daily tasks, as well as excellent interpersonal skills. Also required:
        • Good competency in Microsoft Excel, Word and Outlook
        • Working knowledge of a service database/scheduling system
        • Ability to nurture internal and external customer relationships
        • High degree of accuracy, often under pressure
        • Good problem solving and time management skills
        • Willingness to question process and procedures
        • Ability to quickly acquire and assimilate technical information
        • Completer-finisher
        • Excellent verbal and communication skills Please apply with a CV.

          By applying for this role, your details will be sent to Ortolan People, who are engaged to provide recruitment support in processing applications. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.



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