AfterCare Support Case Handler & Travel Coordinator – Maternity Cover

ROLE PURPOSE

The AfterCare Support Case Handler will deliver first class service to our customers throughout the customer service processes. The customer Support team requires the ability to communicate effectively and efficiently with customers externally, while internally handling the enquiry on a case-by-case basis with other internal departments. Ultimately to deliver solutions to customers while managing their expectations appropriately with the objective of achieving good customer satisfaction.
The Case Handler will also be responsible for coordinating travel with the Service Technicians, assisting the administration of their travel as well as for other travelers within the business.

MAIN DUTIES

The AfterCare Support Case Handler will have three primary roles:

AfterCare Support

• Case management of Support Cases from initial contact with a customer with through to completion.
• Reviewing and raising customer Support Cases on the database for review by internal teams.
• Problem solving customer issues by distributing Support tasks to relevant departments within the business, chasing responses and formulating solutions for customers.
• Liaising with internal departments for short-term solutions and for long-term improvements.
• Liaising with customers via phone, email, or Teams/Zoom regarding Support Cases.
• Building relationships with customers whilst resolving complaints.
• Organising support for customers dependent on their requirements:
• Arranging warranty orders, including return of damaged goods.
• Arranging conference calls between technical staff and customers.

Coordination of Service Technicians:

• Administering the Service Technician’s calendar with the Service Technician involved.
• Linking travel arrangements for Service Technicians to Support Cases.
• Liaising with customers, Service Technicians and Salespeople to make site arrangements.
• Being a point of in-house contact for the Service Technicians and travellers.
• Creating and issue of Site Service Training certificates.

Travel

• Managing Company travel requests, ensuring compliance with the Company Travel Policy.
• Planning and booking travel, including flights, hotels, car hire etc. via travel platforms, agents or direct
• Creating itineraries for travellers and helping with support documentation e.g. VISA’s
• Record keeping & administration of company systems, i.e., managing the database, approvals, confirmations, cost etc., providing analysis where required.
• Monitoring travel reports to ensure the welfare of our travellers, being a point of contact and reaching out to travellers with important information.

KEY COMPETENCIES

• Excellent administration and organisational skills.
• Ability to be thorough and pay attention to detail.
• Effective listening and interpersonal skills.
• Time management skills essential.
• Must be able to understand and learn multiple systems and processes.
• Excellent communicator both internally with the business & externally with customers to resolve disputes.
• Understands how to communicate difficult/sensitive information tactfully.
• Must have a confident approach to decision making and customer support, via telephone and email.
• Able to take ownership of the role and customer support tasks.
• Capable of working under your own initiative to make decisions, while working as a team player when working as part of a group.
• Patience & the ability to remain calm in stressful situations, especially dealing with customer complaints.
• Possess the ability to accept criticism on behalf of the company and work well under pressure.
• Similarly, possess the ability to critically assess feedback provided by customers to suggest improvements internally.
• Able to identify when to escalate issues in a timely fashion.

SKILLS AND EXPERIENCE

• Proficient Microsoft office, particularly outlook, word.
• Experience user of CRM and ERP systems.
• Excellent written and verbal communication skills – a solid grasp of spelling and grammar is paramount to the role (English language essential, additional language would be a benefit).
• Travel administration advantageous but not essential.
• Previous customer service/support experience essential.

QUALIFICATIONS

• English – minimum, GCSE grade B.