Customer Service Representative (CSR)
hace 29 días
London
This position presents a rewarding challenge for individuals equipped with a diverse skill set, including exceptional communication and interpersonal abilities, prompt problem-solving acumen, and a relentless attention to detail. If you are driven by efficiency, thrive in a fast-paced environment and can manage intricate scheduling logistics while fostering positive relationships, this opportunity is tailor-made for you. Job Responsibilities ● Coordinate repair appointments, allocating appropriate time slots based on technician availability, and customer requirements. ● Develop and maintain repair schedules, ensuring efficient utilization of technicians and meeting customer expectations. ● Continuously monitor and update schedules to accommodate urgent repairs or changes in priorities. ● Assign bookings to technicians based on their skills, expertise, and workload capacity. ● Optimize technician schedules to maximize productivity and minimize idle time. ● Ensure appropriate distribution of workloads among technicians, considering their skill levels and workload balance. ● Work with the parts advisor to monitor and manage inventory of parts and accessories required for repairs. ● Coordinate with the procurement team to replenish stock as needed, minimizing delays in repair due to parts unavailability. ● Communicate with customers to schedule repair appointments, provide updates on repair progress, and address any inquiries or concerns. ● Ensure clear and timely communication regarding repair timelines, cost estimates, and any additional services required. ● Provide exceptional customer service, ensuring a positive experience throughout the repair process. ● Continuously assess repair processes and workflows, identifying opportunities for improvement and efficiency gains. ● Collaborate with the management team to implement changes and streamline repair operations. ● Analyze data and metrics to measure performance and identify areas for optimization. ● Collect and analyze data related to repair operations, such as repair times, technician productivity, and customer satisfaction. ● Generate reports and insights to identify trends, measure key performance indicators, and provide recommendations for improvement. ● Maintain accurate records of repair activities, including repair tickets, customer information, and inventory usage. Qualifications and Skills: ● Proven experience in scheduling, planning, or operations management, preferably in a mobile repair or similar technical environment. ● Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines. ● Excellent communication and interpersonal skills, with the ability to interact effectively with technicians, customers, and other stakeholders. ● Proficiency in using scheduling software, inventory management systems, and MS Office applications. ● Analytical mindset with the ability to analyze data, generate reports, and make data-driven recommendations. ● Attention to detail and accuracy in maintaining records and documentation. ● Flexibility to adapt to changing priorities and work in a fast-paced, dynamic environment.
