Service Call Administrator in Newtown

Quartix currently has over 15,000 customers who track over 160,000 vehicles within the UK and US Fleet side of the business. The aim of this role is to provide the highest level of technical and customer support to our UK and US Fleet customers.

Location and Hours: Newtown-based, 5 days per week

Responsibilities:

• Arrange service calls as requested by the 1st Line or 2nd Line Support teams as quickly and efficiently as possible at a time that is suitable for the customer. On average we arrange around 225 service calls per month.
• The Service call person is part of the 2nd Line Support team but a large portion of their work will come from 1st Line Support so it is important to maintain close links with the 1st Line team.

Service Call Team Responsibilities:

• Provide professional, effective customer focused support to help customers make best use of Quartix services.
• Recording of support queries on Service Cloud.
• Arrangement of engineer visits to investigate unit issues.
• Creation of appointments for engineers, to include vehicle registrations, vehicle makes and any specific instructions.
• Record relevant additional information on the appointment, e.g. Engineer or customer charges.
• Recording of service call information on Marketing Database and the case on Service Cloud.
• Record relevant communication information with customer on the case on Service Cloud, especially any customer specific requirements.
• Manage cases where replacement units need to be shipped to the customer to fix an issue with a specific unit. Request the replacement and liaise with the customer to ensure it gets swapped in a timely manner.

Additional Role Tasks:

• Maintain and develop relationships with customers and installers.
• Develop ideas and put forward to the Head of Support for improved database and system processes.
• Monitor and report any repeated support issues to the 2nd Line Team Leader and Head of Support.
• Any additional tasks as deemed necessary by the Company directors or Management team.
• Keep the number of open support issues as low as possible.
• Bring to the attention of your manager (or a director) anything that is perceived to be a health and safety hazard to yourself or others.
• Uphold the values of the company and comply with all company policies.

About You:

• Clear and concise written and spoken communication skills.
• Ability to present written information in a structured and balanced way appropriate to the needs of the reader.
• Attention to detail.
• Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers.
• Exceptional telephone manner.
• Minimum of 1 years’ experience in a support or customer service role supporting customers via phone and e-mail.
• Good IT skills, which must include use of Excel, Outlook and other Microsoft packages.
• Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari would be advantageous.
• Ability to work under pressure and to a reporting timetable.
• Excellent time keeping.
• Be a good team worker demonstrating loyalty and commitment to the organization and team members.

Application: To apply for this role, please complete the fields below and attach a CV and cover letter. Please note that you must have the right to work in the region that this job is listed in.