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Job description

• Location: Remote - knowledge of London highly useful
• Department: CSR/Dispatch
• Shifts which will include Weekends and Late shifts Monday to Friday

Primary Purpose:

A Customer Experience Specialist, will act as a liaison, provide product/services information, answer questions, schedule service appointments, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

To be successful in this role, you will need to be organized, efficient, persuasive and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing our Electrical company.

A Dispatcher maximizes daily service capacity by building efficient routes and proactively communicating with technicians and customers.

Responsibilities: (This list may not include all the duties assigned)

• Manage large amounts of incoming phone calls and outbound return calls.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
• Meet or exceed all company standard KPI’s.
• Routing and dispatching technicians to locations according to predetermined schedules, customer requests or immediate needs.
• Building relationships with technicians to better understand what motivates them.
• Communicating with technicians and customers throughout the day via telephone, text messaging and email.
• Focus on 1 call resolution whenever possible in order to provide our customers with a 5-star experience.
• Perform additional duties as required

Basic Position Requirements:

Abilities:

• Excellent communication skills to collaborate with others under any type of condition.
• Excellent clerical and organizational skills to keep track of schedules and routes.
• Knowledge of computers for scheduling and other dispatching duties
• Ability to multitask with different, and sometimes conflicting events happening at the same time.
• Ability to relay information in a fast-paced environment.
• Ability to be persuasive with customers when necessary.
• Managing the dispatch board for cancellations and schedule changes.

Knowledge:

• Strong knowledge Computer systems and software
• Knowledge in google search, and Navigation systems is a plus
• Experience with Google including Docs, Sheets and Gmail
• Multi-tasking through systems and applications, accessing multiple tabs

Training Required:

• Remote Dispatch training

Supervisory Responsibilities: N/A

Working Conditions:

• Must be able to sit for long periods of time in front of a computer screen.

Benefits:

• Performance bonus based on KPI's
• Growth opportunity and career path

Job Types: Full-time, Permanent

Salary: £26,000.00-£28,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Performance bonus

Work Location: Remote

Expected start date: 02/10/2023