Job Description

This is a key role within the Customer Service department, monitoring and updated customers regarding unscheduled repair and service jobs. Communication with the Parts Department, CSR's and internal account managers along with reviewing part stock availability, is a key to this role. Providing support and cover for the Contracts departments will also be required.

Service Administrators are assigned in technical areas of customer service. They explore and troubleshoot the customer's issues, with utmost professionalism and courtesy. Service Admins work with other members of the Customer Service team and collaborate with them to resolve customer problems. Accuracy in communication with customers and updated information of the CRM database is key to the success of this role. Daily tasks may also involve to supporting the overall day to day service provided by the Customer Service Department including phone cover, meetings and training.

Working hours: 8am to 5pm Monday to Thursday. 8am to 4pm Friday. Including a 1 hour unpaid lunchbreak.

Description of key tasks and responsibilities

Point of contact for account/project managers regarding account updates & queries.

Produce accurate reports for key accounts to distribute and communicate weekly

Communicating with the CSR and Parts teams to provide additional technical support as and when required

Ensure CRM is updated for parts ETA's, or resolves documented for customers and CSR team to view

Maintain CRM system and update product details

Produce, review and report on unscheduled jobs for selected accounts

Process all incoming repair requests received via the portal, email or telephone via the CRM database

Supplying support to the CSR team

QUALIFICATIONS

Experienced user of SAP and CRM is desirable. Good knowledge and experience in using Microsoft Excel Technical background, ideally in the fitness industry is an advantage.
EXPERIENCE & SKILLS

The ideal candidate must possess excellent written and verbal communication skills. In addition, the customer service administrator must have strong analytic, problem solving, and research skills to sufficiently address issues and solutions, even if the resolutions aren't immediately obvious.

The person should have a flexible approach to work and have the ability to organise and methodically manage a busy workload, updating systems and customers alike. The ability to work both solely and as part of a team is key.

Job Types: Full-time, Permanent

Pay: From 26,131.46 per year

Benefits:

Company pension Gym membership
Ability to commute/relocate:

Stoke-on-Trent ST4 2HX: reliably commute or plan to relocate before starting work (required)
Education:

GCSE or equivalent (preferred)
Experience:

customer service: 1 year (preferred)
Work Location: In person