Call Handler
- Dartford, Kent
- Permanent
- Full-time
Dartford - OnsiteOverall Purpose of Job:To provide a critical link between the customer and the Liftec Express Service, ensuring that customers receive prompt and effective assistance for their elevator and escalator needs
·Responsibilities
- Part of a Call Handling Team, answering customer calls promptly in a courteous and professional manner.
- Accurately log call details and maintain comprehensive records of customer interactions into CRM system.
- Managing the mailbox by monitoring incoming emails, booking calls where required, and responding to all enquiry emails.
- Gather customer feedback and report it to management to enhance service quality.
- Work closely with other team members to ensure seamless communication and customer satisfaction.
- Updating relevant information on Liftec Express business systems, aiming to minimise customer chase-ups.
- Managing customer service portals in line with requirements.
- Overseeing the All-Safe process for field engineers, always prioritising the safety of Liftec Express engineers.
- The Liftec Express Team operates core hours from 8am to 5 pm, with a handover to Liftec Express out of hours service provider.
- Proven experience dealing with a high workload, able to work both proactively and reactively, to resolve external complaints.
- Great customer service skills, ideally gained in the lift sector or similar service-based industry.
- Previous experience in a customer service or call centre role is a plus.
- Strong communication skills, both verbal and written
- Works effectively as part of a team and engages others
- Ability to manage multiple tasks and prioritise effectively
- Proficient in using computers and relevant software applications
- Driven by a commitment to quality
- Flexible and adaptable to changing circumstances and deadlines
- Performs well under pressure