Call Handler 3 views

Call Handler

Job Type : Permanent, Full Time

Salary : £22000/annum

Essential Duties and Responsibilities: The specific responsibilities and accountabilities for each Call Handler will be to take incoming calls and dealing with enquiries.
Managing the Client/Contract
* To manage client's expectations as per each individual contracts service level agreement
* To monitor and oversee all daily services ensuring they are allocated to relevant engineers
* To investigate service appointments that have had repeat visits and highlight to Contract Managers/Clients as and when necessary
* To ensure monthly service programme is planned in for all contracts worked on
* To manage and maintain the service process and ensure it is carried out so that the client’s can follow their legal process
* To provide legal packs as and when required.
* Provide status and ad hoc reports against the service program for Clients and Contract Manager
* To ensure all service queries are managed in a professional manner by applying proper telephone etiquette in order to satisfy various customer situations
Other Duties:
* To manage engineers daily workload, ensuring engineers are in the correct locations with correct amount of daily work
* To update Servicesoft with correct job notes relating to queries
* To gather and communicate cancellations of daily work and allocate to call bank to action
* To be flexible and help out with other areas when colleagues are busy or absent
* General office administration duties including filing, faxing and photocopying
* Any other duties as and when required in order to meet the needs of the business
* To provide a daily report for following day service appointment for Call Bank
Collaboration:
* To serve as a focal point to communicate and resolve issues with other departments
* To meet with relevant manages to ensure effective communication for the smooth running of Contracts.
* Work with and collaborate with Contract Planners and Call Bank to provide effective communication and provide excellent customer service
* To communicate and check engineers work from the previous day to ensure all jobs are closed down
* Updating Client Portal as and when required.
Accountabilities:
* Prioritisation and time management of own work.
* Identifies areas for improvements and creates solutions and directive to resolve.
* Fully understands the processes for all Contracts KPI’s
* Manages and responds efficiently to Clients queries via email or telephone.
Education and/or Work Experience Requirements:
* Computer literacy, knowledge of MS applications (Word, Excel, Powerpoint and Outlook)

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