Service Controller

Concept IT
£15,000 per annum
29 Jul 2017
19 Aug 2017
Contract Type
Full Time

We are looking for a customer focussed individual to be first point of contact for customers processing telephone calls and emails regarding spares and consumables.Experience in a fast paced customer focussed environment is essential.

As the primary point of contact for service requests you will conduct the following;

  • Provide a professional service to customers, that delights and exceeds customer expectations.
  • Take responsibility and ownership of Customer Service requests and keep the customer informed at all times regarding the status of their service request.
  • Manage, plan and despatch the required parts according to SLA
  • Reducing Customer related service complaints by proactive and accountable approach to each call logged.

The role involves

  • Working collaboratively with the service team and Stores personnel
  • Manage 3rd party requests and monitor until resolution (External products and Out of Area)
  • Continuously checking supply requests to ensure that usages are in line with expectations
  • Advising Customers and Engineers of part availability
  • Reporting ideas and feedback to the management team that will improve the customer experience
  • Contacting Customers routinely with ETA’s for RTF calls\Parts etc

Day to day duties include

  • Taking Customer Calls by email and telephone and managing the rectification process
  • Resolving Customer Complaints or Issues
  • Input all information accurately on the system (call details and parts used)
  • Logging off Stock and the management of stock allocations
  • Resolving and handling customer complaints
  • Assisting with Meter readings when required
  • Recognising and processing chargeable service calls when required