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The Customer Service Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments. This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.
Provide support to customers and manage portal access. Assist with the planning, and completion of various projects within the organization. Coordinating with cross-functional teams within the organisation, to ensure standard operating procedures throughout the business.
Your tasks
Email Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 2 hours
Customer Liaison: Act as the first line of contact to customer queries: filtering, documenting and escalating technical issues
Team support: Liaise effectively with internal departments, service providers and account managers to deliver timely and accurate updates
Administrative duties: Maintain accurate records in SAP, generate and distribute reports and handle documentation as required
Cross-departmental Support: Assist the Planning department during peak periods with order processing and related task. Collaborate with other teams and support administrative tasks to ensure overall efficiency. Address any issues or discrepancies related to machines or customers.
Phone Management: Answer calls within 3 rings and handle the nature of the call accordingly.
Troubleshooting: Resolve calls using videos, documents, advice from engineers and troubleshooting sessions. Log and close calls as fixed over the phone to track remote resolutions. Seek insights on IOT for potential issues.
Credit Requests: investigate all credit requests and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision once confirmed
PPM: Assist customers with pre planned maintenance work
Contract: Support customers with contract queries
Optimising AI systems: Implementing algorithms to enhance the efficiency and accuracy of AI models
Staying updated with AI: Keeping up with advancements in AI and integrating innovatinve solutions into existing systems
Developing AI Solutions: Creating machine learning models and AI algorithms to solve business problems
IOT Support: Utilise IOT to support customers with preventative services and maintain operational machines
Requirements
What we offer you
Contact Detail:
Franke Recruiting Team
