Customer coordinator

Key responsibilities consist of:

• Support customers via phone and email, resolving technical issues in a timely and effective manner
• Maintain a high level of product knowledge to offer accurate solutions
• Track, prioritise and manage customer requests and issues
• Assist customers with Technical or Billing queries, including diagnostics through to fault resolution
• Calculate and request service credits where applicable, managing Customer expectations on value and timescales · request the addition of charges to an account following a fault if it is deemed Customer Payable
• Own and case manage any complex issues until full resolution, managing the Customer Experience and ensuring they are kept up to date throughout
• Place orders for replacement routers or other equipment, fulfil the orders and post them to customers
• Work closely with the team to improve customer service procedures
• Provide feedback on customer service and product issues
• Develop strong customer relationships to enhance customer retention
• Participate in staff meetings and training as required