Service Co-ordinator.Customer Support.
- Maintain the Overall Country customer Install base and drive campaigns
To plan and allocate resource for Service operations throught the lifecycle of our 1PH & 3PH products install base.
Maintain the Overall Country customer Install base and drive campaigns
To plan and allocate resource for Service operations throught the lifecycle of our 1PH & 3PH products install base
To ensure that when passing calls for engineer allocation, the requirements are clearly stated (qty engineers, time allocated, works required and stock / batteries required to do the job)
Acknowledge and communicate regularly to our customers to confirm delivery dates and address any issues immediately, including keeping the Service Sales team updated on their orders.
Manage customer program orders
Manage of inbound, outbound calls and e-mails in a timely manner
Carry out all administrative tasks relating to the Customer Service Centre
Filter, forward and follow up customer requests for technical team support
Identify customers’ needs, clarify information like warranty’s validation
Identify opportunities to products/services sell when they arise, and forward to commercial team
Build sustainable relationships with customers
Keep a claim database in a comprehensible way
Meet personal/team qualitative and quantitative targets
Take responsibility for being the first point of contact for all callers to the Customer Service Centre and ensure that a high quality of service is delivered at all times.
Ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets.
Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service Centre’s performance standards and the business objectives.
Take ownership and responsibility to identify customer needs, and utilizing appropriate questioning and listening skills to identify and offer appropriate solutions.
Ensure that all computerized systems are used effectively to help process customer enquiries and accurately maintaining all records in a time critical environment.
Link with central back-office teams to support on core processes (Visit debriefing, contract management, …)
- Exceptional organizational skills
- Previous experience in a customer support role
- Customer focus and adaptability to different personality types
- Track record of over-achieving quota
- Good time management
- Flexibility of working hours when required
- Team player
- Ability to work on own and without supervision
- Experience of Microsoft Packages (Excel, Word, Outlook etc).
- Articulate in both written and verbal communications.
- Customer/Sales Commercial awareness
- Flexible and methodical approach to a fast moving environment
- Multi tasking ability
- Can do attitude
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Region: Europe, Middle East, Africa
Organization: Sales EMEA
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No