Customer Specialist

Aquilo recruitment are excited to be partnering with A market leading manufacturer to recruit for a customer recalls specialist to join their growing team, the role is an exciting position for an individual who enjoys a fast paced varied environment with a great culture and opportunities.Working hours:
Winter hours – 40 hours per week.Summer hours 36 hours per week.1 in 4 Saturdays with a day in Leu to be taken in the week when working the Saturday
JOB TITLE:Recalls administrator
Team: PlanningReports to: Team Manager
Job PurposeTo answer all telephone calls and deal with them to a high standard and resolve in line with Ideal current policies and procedures in a professional manner.To Deal with engineer’s requests for ordering parts quickly and effectively
Qualifications and Experience:Excellent Customer Service SkillsExcellent Communication skillsTime ManagementExperience of using computer based systemsAbility to enter Data correctly and accurately
Job Responsibilities and Major ActivitiesResponsible for scheduling recall jobs onto an engineer’s diary.To ring all customers daily with an update on their repair.The ability to problem solve.To liaise with outside agents that still work within the company to discuss allocation and deployment of work and efficiently assign this to them.The ability to handle difficult calls and situations regarding re-arranging appointments.To have the confidence to liaise with engineers and Divisional Service Managers regarding all types of challenges.Working on a service Level to make sure we are within the agreement for re-attending site to undertake a repair.Ability to complete a variety of email tasks to be done within time constraints.To be able to efficiently use systems such as Service Power, SAP and salesforce.To have graphical knowledge of UK postcodes.To Process boiler swap within the SLA and liaise with our agents to get the job undertakenTo understand the basic working of a boiler and the parts within.To have some knowledge of how a central heating system operates.
Key DeliverablesWell-practised administrative skillsWell proven telephone skillsExcellent Multi-tasking skillsTime ManagementExperience of using computer-based systemsThe ability to read, understand and process data efficiently and accuratelyExperienced team playerThe ability to work on own initiativeA high standard of numeracy, literacy, and IT skillsExcellent verbal and written communication skillsThe ability to work well under pressureSuitable level of attendance
Key ChallengesProduct KnowledgeProcess KnowledgeEngineer placement knowledgeCustomer Care skillsDelivering internal and external customer satisfaction in a pressurised environment