Customer Service Coordinator

Description

• Escalates performance issues or complaint information to the line manager to ensure awareness of current issues.
• Safety and Security – Observes safety and security procedures; reports unsafe conditions; uses equipment appropriately; complies with all health and safety legislation.
• In rare emergency situations, you will remain calm and reassure the caller that you are taking ownership. You will ensure the task is created, assigned, and that an update on the ETA is provided. This information must be handed over to the next shift and/or the relevant manager as required.
• Quality - Demonstrates accuracy and thoroughness; seeks ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Maintains clear communication with all stakeholders.
• Training – To ensure colleagues remain up to date and engaged, and to fulfil our obligations as a responsible business, you will be required to participate in training courses. These are part of your role and must be completed in a timely manner.
• Ensures the team adheres to Service Desk guidelines and Health and Safety requirements.

Requirements

• Motivation – Excels in customer service; demonstrates persistence and overcomes obstacles. Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit; supports everyone’s efforts to succeed; shares knowledge with colleagues and external stakeholders.
• Flexible and well-organized approach.
• A trusted and reliable communicator.
• Excellent communication skills (written and verbal) to ensure messages are clear and understood.
• Conscientious approach to customer delivery.
• Ability to work independently while remaining a strong team player.
• Communication - Writes clearly and informatively; edits work for spelling and grammar; reads and interprets written information; interacts effectively with customers, clients, supply chain partners, and colleagues.
• Customer service experience gained in a Service Desk environment.
• Ability to remain objective under pressure.
• Professionalism – Approaches others tactfully; reacts well under pressure; treats others with respect and consideration regardless of status or position; accepts responsibility for actions; follows through on commitments.
• Problem Solving – Resolves problems or complaints; handles queries within own knowledge and experience; makes appropriate decisions about when to escalate issues.
• Adaptability – Adjusts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; handles frequent change or unexpected events effectively.
• Effective organizational skills.
• Strong decision-making ability.
• Proactive decision-maker.
• Dependability – Follows agreed processes and procedures; escalates when necessary; responds to management direction; takes responsibility for actions; keeps commitments; completes tasks on time and keeps stakeholders informed.
• Excellent time management to achieve Service Desk objectives.
• Proficiency in Microsoft Office, particularly MS Excel.
• Approachable with a strong people focus.
• Client liaison skills that support FM24 objectives and service delivery.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance