Customer Support Executive

Are you a highly organised individual with a passion for exceptional customer service? We’re looking for a Scheduler to join a leading company!

As a pivotal part of the customer service operations, you’ll be the first point of contact for a portfolio of clients, ensuring their queries and service led agreements are met with efficiency. You’ll have the opportunity to work in a fast-paced environment, where each day brings new challenges and the chance to make a real impact. The role requires someone who is highly organised, having the ability to proactively and reactively escalate service led work.  

This is an amazing opportunity for someone who enjoys variety in their day to day, working in a well-established team which provides a wealth of opportunity for you grow as an individual.

The company boasts a leading package which includes: 26 days annual leave entitlement + bank holidays + Great pension scheme with 11% employer contribution, income protection, health care scheme and reward packages.

Location: Smethwick

Salary: £24,000

Job type: Permanent opportunity, Monday to Friday (40 hours per week)

Hybrid working – Once probation has been passed.

The role:

• Receive and process requests from customers and colleagues across all communication channels.
• Proactively and reactively escalate service work to meet service level agreements.
• Liaise regularly with customers, providing real-time status reports on ongoing work and matters related to Maintenance Contracts.
• Process contract amendments, efficiently adjusting maintenance arrangements.
• Raise Invoices and Credit Notes as needed.
• Work closely with other team members to drive productivity in the field.
• Identify optimal appointment times within workload and resource schedules to meet customer needs.
• Conduct renewal calls to customers.
• Carry out other duties as assigned by your team leader, leveraging your skills and experience.

The ideal candidate for this role:

• Must have a strong focus of quality customer service and have relevant customer service experience be it telephone based or face-to-face.
• Must be a strong communicator who can adapt to all types of customers and colleagues.
• Must be IT competent and familiar with all of Microsoft Office package.
• Enthusiasm to learn, continually improve and use knowledge to help others.
• Ability to own and prioritise workload.
• Methodical approach to planning and organising your own day.
• Effective self-management and focus.