Description:
Otis is growing and we are recruiting a Service Operations Coordinator working within our Otisline Contact Center Team, based in Leicester. The hours of work will be 37.5 Monday to Friday.
Key Responsibilities
- Complete daily analysis for all shutdown lifts both new and existing across each OT within the UK.
- Provide daily updates to both field operations and customer for shutdown status (Parts orders, quotes, engineer eta)
- Provide additional support to both field operations and customers when service is not being given in a timely manner.
- Complete daily reviews for open calls to ensure they are closed correctly within the agreed SLA set by field operations.
- Review follow up calls weekly and close
- Support insurance work requests where immediate and timed defects are identified to action within the agreed SLA
- Be the voice of the customer when issues have been by escalated bringing concerns to the relevant stakeholders
- Arrange permits for engineers to attend some sites when required.
- Offer quality call handling promptly and efficiently as overflow
- Dispatch break-down calls to correct engineer, at pace to ensure contracted SLAs are met
What You Will Need To Be Successful
- You are passionate about excellent customer service
- You have excellent written and verbal communication skills
- You are a team-player and are able to work under pressure to deliver business commitments