Customer service coordinator

Customer Care Administration

The primary role of a Customer Care Administrator is to serve as the main point of contact for clients, ensuring their satisfaction throughout the year end defects. This entails promptly addressing inquiries, resolving concerns, coordinating with the Customer Care Operatives and booking them into appointments to meet clients' needs effectively. Additionally, the Customer Care Administrator plays a crucial role in supporting their team and Customer Care Management.

Duties (not exhaustive)

·      Answer and support calls to Customer Care. Pass on details where request needs to be handled by another member of the team.

·      Call residents/tenants to gather additional information on reported defects to improve diagnosis.

·      Ensure timely response to emergency defects. Arrange the nearest /most suitable operative to attend the job and keep the resident/tenant updated on our response and monitor until resolved.

·      Add new clients/scheme (sites)/plots/subcontractors to Clixifix as and when required.

·      Ensure plots are archived off the Clixifix system once the YEDs are complete and signed off.

·      Log all new reported defects onto Clixifix as soon as received and nominate to relevant trade (operative or subcontractor)

·      Arrange appointment times with residents/tenants to attend to defect tickets and allocate to desired operative(s)

·      Work with the Customer Care Manager and Admin Manager to ensure appropriate appointment times are allocated to jobs.

·      Monitor any tickets placed on hold.

·      Ensure "no access" and "access refused" are reported to clients and associated tickets are aborted. Enforce the no access policy.

·      Close off completed tickets and advise client of completion.

·      Liaise with procurement for updates on expected delivery dates for materials required for tickets on hold.

Adhoc Duties –

·      Share appointments schedule with Client (who could help reinforce the committed dates/times).