- Logging calls from customers in a timely fashion, with appropriate behaviours, and logging the information correctly in the system
- Booking calls in One Click to third party suppliers
- Call and email logging to be carried out in a timely manner without error.
- Purchase Orders gathered for all calls at the point of logging the calls on One Click
- Building relationships with engineers/installers/suppliers to ensure the smooth running of all internal processes.
- Customer notes fully documented in One Click at all stages throughout the customer journey.
- Completing accurate customer quotations in a timely manner, in line with KPI's and issuing to our customers
- Administrating go ahead's accurately to ensure that the jobs progress efficiently with attention to detail.
- Parts ordering for installations.
- Closing all calls appropriately and within agreed timescales
- Invoicing calls accurately, ensuring that all installation paperwork has been received from the engineer.
- Driving customer service in every interaction always thinking of exceeding their expectations
- Proactively contacting clients to ensure works are booked in
- Ensuring engineers are fully briefed of the works with accurate job notes
- Managing client expectations with equipment delays
- Keeping the client informed of expected attendance time and dates - telephone and a follow up email.
- Where required you will effectively learn and adapt the nearest and most appropriate resource scheduling tool to prioritise workload.
- Managing queues to ensure that the jobs are completed in line with requirements.
SKILLS/KNOWLEDGE
- The ability to juggle a busy workload
- Attention to detail
- A quick learner
- The ability to have positive interactions with engineers to drive the best results for the business
- A good understanding of mapping software to plan engineer's journeys (desirable)
- A methodical approach to planning
- A good knowledge of work force management systems (desirable)
- Good written and verbal communication that can be delivered to customers and engineers
- Confident on the telephones
- The ability to foresee issues and prevent their occurrence.
