Role Overview: As the Customer Experience Coordinator at Technical Lift Services Ltd., you will be the first point of contact for customers, ensuring all interactions are seamless and professional.
You'll proactively manage customer communications, provide regular updates, and handle enquiries with a focus on maintaining high levels of satisfaction.
Your role will also include gathering feedback and working closely with the office and engineering teams to continuously improve our service.
Key Responsibilities: Customer Communication: - Act as the primary contact for all customer enquiries, ensuring timely and professional responses.
- Provide regular updates on job statuses, repair timelines, and service schedules.
- Liaise with customers to gather detailed fault information and ensure accurate handovers to engineers or technical teams.
Proactive Coordination: - Monitor job progress and communicate delays or changes to customers promptly.
- Ensure customers are informed of resolutions and next steps post-service.
- Handle complaints sensitively, escalating complex issues to the Director when necessary.
Feedback and Continuous Improvement: - Collect and analyse customer feedback to identify trends or areas for improvement.
- Work with internal teams to implement solutions that enhance the overall customer experience.- Maintain records of customer interactions using a CRM system or other tools.
Support for Internal Teams: - Collaborate with office staff, engineers, and management to streamline customer service processes.
- Assist with scheduling, ensuring engineers are deployed .
- Ensure all documentation and communication are accurate and up to date.
Skills and Qualifications: - Proven experience in a customer-facing role, preferably within a technical or service-based industry.
- Excellent communication and interpersonal skills, with a professional and empathetic approach.- Strong organisational skills and attention to detail.
- Proficient in using office software (e.g., MS Office, CRM systems).
- Ability to handle complaints calmly and effectively.
- Familiarity with lift systems or similar technical services (preferred but not essential).
Personal Attributes: - Customer-focused mindset with a passion for delivering excellent service.
- Proactive and solutions-oriented, with a can-do attitude.
- Reliable, approachable, and able to work independently or as part of a team.
Benefits: - Competitive salary based on experience.
- Opportunity to work in a growing company with a strong focus on customer satisfaction.
- Training and professional development opportunities.
- Flexible working hours (hybrid).