Customer Service Coordinator

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

Location: Telford, Shropshire

Salary: £24,000

Permanent Position – Full time.

Introduction:

Here at Enconvo we’re all about communication. As a provider of cloud phone systems, broadband, mobile and IT, we help thousands of businesses to communicate with their colleagues and customers, making business technology, connectivity, and productivity integration easy for organisations as they grow. As part of the wider European Enconvo Group, we have over 1,100 colleagues across Europe and provide leading solutions to businesses of all shapes and sizes. As a leading telecoms provider, our customers are at the heart of everything we do, and we’re looking for the right person to join us as part of our growing team. An exciting opportunity has arisen in our Technical Support team and we’re looking for the right person to join us and help us work wonders.

The Role:

As a Customer Service Coordinator you will be highly motivated and a customer-focused individual to join our team. Our Customer Service team are a business-critical front-line team who offer a wide scope of support to our customers. As part of this team, you will be responsible for taking full ownership and accountability of customer queries through to resolution to ensure we provide an exceptional customer experience. As a Customer Service Coordinator, you will be responsible for the administration of a variety of service-related tickets for customers changing requirements, inbound calls offering 1st line support to customers, rectifying common faults, billing queries, and working with a variety of key stakeholders including internal teams and 3rd party suppliers.

Key Responsibilities as a Customer Service Co-Ordinator:

• Handling inbound calls from customers relating to queries across our entire product and services portfolio
• Responding promptly to customer tickets and enquiries, faults, billing, complaints and account support.
• Managing customer orders and ensuring timely delivery of products and services
• Coordinating with internal teams across the business to resolve customer queries and faults.
• Maintaining accurate customer records and updating our systems accordingly
• Providing customers with product information and first line technical support.

Who we are looking for:

• Previous customer service experience in a business-to-business environment. (Experience in telecoms is advantageous but isn’t a deal breaker).
• Excellent communication skills, both written and verbal, with the ability to effectively communicate with customers, team members, and cross-functional stakeholders.
• Strong problem-solving skills, with the ability to handle customer requests, orders, faults and complaints.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Good time keeping and organisational skills.
• Great attitude and discipline.
• Willing to learn new skills and adapt.
• Customer focussed.
• Willing to help and assist wherever needed.
• Microsoft office experience.

What’s in it for me?

• 23 days holiday (more for long service) plus an extra day off for your Birthday.
• Hybrid working available after probation period (1 day per week)
• Enhanced maternity, paternity and adoption pay.
• Holiday purchase scheme.
• Company Pension.
• Healthcare scheme and life cover.
• Great working hours Monday to Friday, no evening or weekend working.
• Amazing Savings with Perkbox – access to hundreds of discounts.
• The ability to develop and progress your career.
• Strong social ethos.
• Be part of a high growth and very exciting European wide group, that prides itself on innovation, collaboration and strong customer focus.