Background to the role
The position of Scheduling and Service Desk Co-Ordinator is required to ensure that all customers obtain a premium customer service experience when communicating with Electro Automation. Every contact must be handled in a prompt and efficient manner in a way that gives customers the confidence that when dealing with Electro Automation their business is valued.
Job Description
As Service Desk Co-Ordinator your main responsibilities include the logging of service requests, call planning, customer service enquiries, managing customer feedback, quotations for services, processing of service related documentation and liaising with internal technical support teams. The role requires that you maintain and develop existing customer relationships through relevant liaison to optimise quality of service, business growth and ultimately customer satisfaction.
This position reports directly to the Service Manager.
Main Responsibilities
Call Planning in a cost effective manner. Log calls to CRM system. Arranging activities for engineers to collect stock, schedule services & call-outs. Review afterhours calls
Provide first contact resolution of customer issues via phone and/or email. Troubleshoot and handle customer enquiries. Deliver timely and accurate responses to customer questions and requests
Take personal ownership of customer requests and provide an excellent level of support. Maintain accountability for accurate and timely assistance to our customers
Provide exceptional customer service experience as measured through customer surveys and internal SLA’s. Escalate and communicate any customer issues
Preparing and distribution of weekly / monthly reports
Job Type: Full-time
Pay: €32,000.00-€34,000.00 per year
Benefits:

• Additional leave
• Bike to work scheme
• Company events
• Employee assistance program
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Damastown, Damastown, CO. Dublin D15 XWR3: reliably commute or plan to relocate before starting work (required)

Experience:

• Service Desk: 4 years (required)

Work authorisation:

• Ireland (required)

Work Location: In person
Reference ID: Customer Service Co-ordinator