Customer Services and Dispatch Agent

The role holder will be expected to provide 1^st line support, information and updates to our customers, managers, internal departments, and any other relevant stake holders, whilst going the extra mile in order to present all customers with a world class customer service experience.

Key Responsibilities:

• Provide excellent Customer Service at all times.
• Accurately input information onto the service management system.
• Raise customer quotes as appropriate and obtain purchase orders from customers for chargeable jobs.
• Regularly check progression of jobs to ensure we achieve service level agreements.
• Provide phone support to engineers in the field.
• Actively work towards Department KPI’s and achieving company goals.
• Comply with the company’s business procedures (ISO).
• Log information in to external customer portals as required.
• Monitor and manage all mailboxes as required.
• Scheduling and allocation of engineer’s work in the most efficient way and ensuring the correct skill levels are used whilst complying with the company’s H&S policies.
• Travel arrangements and hotel accommodation booking, ensuring good practices are maintained regarding costs.
• Raise job numbers for service installs and future planned work and update the company database.
• Ensure all spreadsheets are kept up to date with machine details, changes of address, etc.
• Contact with Engineers to inform them of the allocated work for the following week.
• Maintain constant feedback to Team Leader to ensure schedule of work is carried out effectively and issues raised.
• Communicate relevant updates to customers, key account managers, engineers and management in a timely manner.

Successful candidates will possess:

• Good interpersonal relationship skills
• Have excellent Customer Service skills with proven experience.
• Computer literate with full Microsoft package skills, database experience preferred.
• Good geographical knowledge
• Must be a team player and flexible.
• Effectively multi-task and prioritise their workload.
• Proactive and able to “look outside the box” essential.
• Have a high level of accuracy and attention to detail
• Have a positive ‘can-do’ attitude.

To apply please send your CV and a covering letter to Human Resources -human.resources@veritekglobal.com