Customer Support Coordinator

Recruiter
FirstPort
Location
Halesowen
Posted
15 Sep 2017
Closes
18 Sep 2017
Contract Type
Full Time

Customer Support Coordinator

Halesowen

Closing date - 25th August

Purpose of Role

As Customer Support Coordinator you will be the first point of contact for customer communication providing a helpful, empathic, knowledgeable and courteous experience in relation to Values. To ensure professional and efficient customer service is provided to all internal departments and contractors.

Main Responsibilities:

Customer Support

  • Take inbound customer calls and correspondence in line with department service targets and taking a First Time Fix approach to provide timely resolution

  • To actively promote business service offerings and alternative solutions to customers where appropriate

  • To ensure written communication is processed and responses issued in accordance with targets set by the Customer Support Management Team

  • Closely liaise with relevant Property Managers in order to ensure issues are resolved promptly and courteous and helpful responses are provided to customers and colleagues on an ongoing basis.

  • Update and support the Property Manager on any development specific issues as appropriate

  • Closely liaise with Contractors and Suppliers ensuring an open dialogue is maintained and all correspondence and queries are responded to appropriately

  • To communicate with teams, updating on a regular basis with important information on live events in order to successfully support customer queries

Administration

  • Raising maintenance orders and liaise with contractors as appropriate in relation to work required on a development including annual contract tendering and resolution of invoice queries

  • To ensure internal databases are updated accurately and regularly inclusive of any relevant documentation to be saved within the appropriate areas
  • To manage and document customer requests efficiently for the supply of keys, fobs and permits

  • To ensure customer requests for information meet Data Protection Legislation and business process

  • Take Credit/Debit Card Payments ensuring all details are correct and handled confidentially

  • Provide administration support for de-instruction memo activity

  • Set an example for others by championing the Company values, the Customer Charter principles, the Code of Business Conduct and the

  • ARMA-Q standards

Qualifications

Essential: Minimum of two GCSE’s in English & Maths grade C or above or equivalent

Desirable: Qualified IRPM Part 1 or Customer Service qualification

Experience

Essential:

  • Minimum of 1 years experience in a Contact Centre environment providing both verbal and written communication with customers

  • Experience of working in a busy and highly demanding environment interfacing with a number of key departments

  • Desirable:

  • An understanding of Property Management sector together with familiarisation of legal documentation

  • Able to understand complex legal documentation e.g.; Leases or some banking and/or accounting knowledge

Technical Skills

  • Familiar with Microsoft Office Programs

  • Excellent verbal and written communication skills is essential

  • Strong call handling management including call closure is desirable

Personal Qualities

  • Checks for accurate and reliable information before providing advice or making a decision, building trust in others and customers

  • Fully checks information and understanding, readily asking questions before attempting to solve complex problems

  • Takes responsibility for job accountabilities and communication with others. Accepts feedback from others in order to develop own skills

  • Organises and prioritises workload effectively

  • Demonstrates excellent communication skills that engage customers, verbally and in writing, adopting a professional, approachable attitude and recognising the different approach for both internal and external customers
  • Establishes rapport with customers, understanding the impact on the business reputation and demonstrating the Customer Charter
  • Strong customer focus, continually aiming to provide a consistent level of service and exceed customer expectations

  • Demonstrates self-discipline and flexibility as well as resilience in the face of conflicting demands on time, workload and customer satisfaction