Call Centre/Customer Service Administrator

Gloucester, Gloucestershire
One To One Recruitment Ltd

Gloucester

Permanent

Full Time, Monday -Friday

Salary – £21,000-£21,500 Depending on experience.

One-to-One Recruitment aims to work closely with job seekers to find suitable roles that match what’s most important to you, ensuring to delivery of exceptional customer service.

JOB PURPOSE

The Service Administrator is responsible for processing customer order enquiries including updating contract requirements and managing customers’ equipment though our SAP system, logging orders for repairs, maintenance and spare parts as required and in line with customers’SLA and providing accurate billing. Resolve customer queries professionally and efficiently. Work together with Field service engineers, contract managers and the accounts team to ensure SLA and compliance are achieved.

KEY TASKS

Administration/coordination of customer service requests received via email and phone, processing service, repair work and spare part orders accurately and efficiently.

Provide technical detail, and drawings upon request and deliver 1st line triage.

Effective monitoring and management of order, service & repair calls to ensure they are completed within SLA requirements.

Ensure that incoming telephone calls and emails are answered in a professional and timely manner supporting all departments with KPIs.

Communicating with a wide range of internal and external customers providing ETA’s, job progress and any part delivery issue updates

Produce and process quotations for customers for contract renewals, follow on repair work and spare part orders upon request.

Prepare and despatch all new and renewal service contracts by new contract process to ensure customers are notified well in advance of the renewal date.

Provide service contract administration to Contract managers and Regional Service Managers

Manage customer assets through the ERP system.

Maintaining automatic integration of all programmable service work with auto allocation to preferred area field service engineer.

Establish and maintain detailed knowledge of the Company’s current service policy to enable the job holders to be the point of reference for both internal and external customers.

Raising invoices for service customers including contracts, repairs, and additional services from service engineer work order reports in a timely manner

Liaise with the Accounts department concerning orders on credit hold and assist the team where necessary.

Raise credit notes for customers when required.

Manage and update 3rd party portals to ensure accounts are maintained.

Manage reporting through SAP systems to support work volumes and SLA agreements.

Practice and adhere to the company’s Core Values

This list of key responsibilities is not exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.

Manage and protect customer information, by relevant legislation.

KNOWLEDGE / SKILLS / EXPERIENCE:

SAP experience desirable

Demonstrates organisational skills to manage time effectively, meeting objectives and deadlines.

Demonstrates the importance of customer service.

Displays data management skills.

Good working knowledge of Microsoft Office products (Excel, Outlook, and Word)

Highly self-motivated, proactive, personable team player

Good communication skills both written and verbal.

Copes well under pressure whilst working to tight deadlines.

Conscientious, high attention to detail with the ability to see tasks through to completion.

Methodical, analytical, and logical thinker

Able to demonstrate the use of initiative.

Due to the high volume of applications, we receive for our job adverts we are unable to respond to all candidates. If you have not received a response within 5 working days of forwarding your CV to us, then unfortunately you have been unsuccessful on this occasion.Thank you for your interest and please do not hesitate to forward your CV to us again for other roles matching your skills and experience.One To One Recruitment is a privately owned independent Recruitment solutions provider, we act as an employment agency for permanent recruitment and as an employment business for temporary recruitment. Our service is a free and confidential service to work seekers.