Customer Services Representatives / Purchasing Clerk

Customer Services Representatives / purchase clerks are required, for an immediate start, to join a market leader in providing a wide range of outsourced services to the Home Energy, Telecommunications, Power and Satellite sectors.

Summary of role:

- Supporting inbound Service Engineer, Customer Calls & Technical surveyors.
- Responsible for accurately ordering and processing order materials.
- Responsible for dealing with customer issues and complaints
- Responsible for creating boiler installation Appointments
- Responsible for Scheduling Service Engineers and optimising routing as per their weekly workload
- Responsible for managing the investigation of complaints and reporting back to team leader / management team.

Duties and responsibilities:

- Issue relevant documentation job details to technical surveyors / contractors
- Receive, save, log, print and file technical surveys.
- Accurately log all relevant customer and property information on the systems
- Ordering complete boilers for customer order and ensure successful delivery of material to customers property
- Answering and resolving inbound call enquiries and demonstrating ownership of customer issues in terms of follow up and escalation of issues
- Responding to engineer queries, verifying appointments and ensuring issues are dealt with efficiently
- Providing engineers with technical information as required
- Assume ownership and responsibility for all assigned calls and ensure strict adherence to Service Level Agreement (SLA)
- Ensuring database is kept up to date with all correspondence
- Maintaining close contact with engineers to ensure that customer's appointments are adhered to.
- Maintaining an up to date knowledge of products and procedures to deal with calls efficiently
- Identifying and installing heat-cost reduction measures
- Adhere to departmental deadlines and targets.

Knowledge, skills and responsibilities:

- Previous experience working in a similar role ideally within an ECO capacity / role.
- Professional telephone manner essential
- Strong PC skills, knowledge of energy industry is desirable
- Experience of purchasing orders and materials.
- Strong communication skills, both oral and written
- Decisive, self-motivated and capable of good time management
- Must have a positive, can-do attitude and be a team player
- Great attention to detail and capturing information accurate.
- Good knowledge of SAGE systems.