Call Centre Agent

A client of ours is looking for a Call Centre Agent to join their team. Your main responsibilities will be to:

• Act as the first point of contact for customer enquiries via phone and email.
• Handle and log customer service requests accurately in the service management system.
• Coordinate engineer visits and allocate service appointments according to customer requirements and operational priorities.
• Monitor open service cases and keep customers informed of appointment arrangements, progress, and expected completion times.
• Work closely with field-based technical personnel and internal teams to ensure service requests are handled efficiently from initial contact through to resolution.
• Assess incoming issues, determine levels of urgency, and escalate matters appropriately when additional technical or managerial support is required.
• Maintain up-to-date customer information, service records, and related documentation.
• Build positive customer relationships by providing clear communication and a consistently helpful and professional service.
• Support the wider service function with general administrative and coordination activities as required.