Overall responsibility
The Service/Admin team is responsible for proactively providing high quality service to a large and growing customer base across Ireland.
You will need to liaise with all departments across the business; You'll answer a wide range of customer queries via telephone, email and web portal channels, and you'll direct a team of Technicians to effectively respond to and resolve any issues in a timely manner.
Key areas of responsibility:
· Answer and log customer service queries via different channels and schedule technical engineers accordingly.
· Track technical engineer responses and follow up as required. Redirect engineers as required to cover priority calls.
· Ensure cases are updated and closed on the call logging system and maintain appropriate levels of communication with customers.
· Order parts and supplies to support field engineers and customers directly.
· Achieve quick and efficient response times to ensure client satisfaction and maintain required SLA standards.
· Utilise in-house systems to capture key data and identify ways to further enhance the customer experience.
· Assist with contract set-up, invoicing and billing, and general office admin processes.
Main Interaction with:
· Customers
· Service / Admin team
· Field engineers and Service Manager
· Sales
Qualifications (minimum of 2 years experience):
· Service control experience preferred
· Excellent customer service
· Ability to communicate fluently in English (spoken/written)
· Ability to multi-task
· Proficient with administrative software and MS Word, Excel, etc
· Excellent time management and prioritization skills
· Attention to detail
Job Types: Full-time, Permanent
Pay: €33,000.00-€38,000.00 per year
Benefits:
* Bike to work scheme
* Company pension
* On-site parking
Ability to commute/relocate:
* Tullamore, County Offaly: reliably commute or plan to relocate before starting work (required)
Language:
* English (required)
Work authorisation:
* Ireland (required)
Work Location: In person