Actavo
Field Support Administrator
Customer Service Dublin Permanent PART 1 : Role Details Role Title Field Support Administrator Department In home Reports To Operations Manager Location Magna Park, City West PART 2 : Role Purpose You will be responsible for supporting management with maintaining Key reports that contain actionable metrics to monitor the performance of our operations as well as Customer Inbound Calls?and?Service Engineer?calls. Responsible for responding to other client enquiries whilst dealing with customer issues and complaints in a professional manner.
Benefits :
- Hybrid working model
- Employee assistance programme
- Refer a friend scheme
- Cycle to work scheme
- Maternity pay
- Ample free on-site parking
- Employee discounts – on hotels, gyms, electronics and more
- Educational assistance
- Career progression opportunities
- Long Service Awards
- Life assurance – 4 times your annual salary
PART 3 : Principal Responsibilities
Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and / or team members who report into youWorking closely with management on creating and managing Excel reports to monitor the performance of our operationsAnswering and resolving inbound call enquiries and demonstrating ownership of customer issues in terms of follow up and escalation of issuesDispatching jobs to Field Technicians and maintaining close contact with Technicians to ensure that customers appointments are keptResponding to Technicians queries, verifying appointments, and ensuring issues are dealt with efficiently. Providing Technicians with technical information as requiredAssume 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 for our clientMaintaining an up-to-date knowledge of products and procedures to deal with calls efficientlyCompiling call logs and reports on a daily and weekly basisPART 4 : Person Specification Experience
Managing a suite of reportsPrevious experience working in a high-volume inbound call Centre environment preferredSkills & Competencies (evidence of)
Technical
Strong Business / Data Analyst skills and knowledge an advantageAdvanced proficiency in MS Excel essential.Advanced Microsoft Word & PowerPoint ideally EDCL qualifiedInterpersonal
Excellent organisational, interpersonal and communication skills requiredPersonal
Ability to work on own initiative and act independently whilst being able to work successfully as part of a teamFlexibility in line with business requirementsACT 2
