Customer Service Coordinator

Customer Service Representative

Records and processes customer orders, including custom and special orders that may require additional resources for delivery; tracks delivery of servicing activity, ensuring appropriate authorisations for additional work and accurate billing.

Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acts as a key point of contact for resolving customer queries / complaints about work in progress.

Quotes for local business as needed, ensuring standard pricing and terms are applied in each case.

Issues certificates promptly and ensures all associated systems are updated accurately, to support proactive notifications for next year's servicing business.

Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required; works with Finance colleagues to address any credit or billing issues swiftly to enable on time collection of funds.

Provides exceptional service to customers to encourage continued use of the company's products and services.

Develops knowledge and understanding of company policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure.

Communicates the service delivery plan effectively, ensuring that the plan reflects the resources available (both people and supplies). Actively seeks opportunity to drive controlled continuous improvement of the planning process.

Works with stores colleagues or monitors stock levels directly to ensure all scheduled work can be delivered; assists in stock take activity.

Represents the company professionally during customer interactions and uses extensive product knowledge to understand and answer technical questions regarding service requirements.

Develops knowledge and understanding of company policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure.

Follows Health, Safety and Environment policies, procedures and mandatory instructions; identifies and mitigates risks to safeguard the environment and the wellbeing of self and others.

Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation and industry best practices.

You will have the opportunity to develop in your role and feel proud of the work you do. Working here is fast paced but incredibly rewarding.