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CCC Services Coordinator

Schneider Electric

Warrington, United Kingdom

Ranked as a Top 25 Employer to work for by LinkedIn, Schneider Electric is the global specialist in energy management and automation. With revenues of ~€25 billion in FY2016, our 144,000+ employees serve customers in over 100 countries, helping them to manage their energy and process in ways that are safe, reliable, efficient and sustainable. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Our connected technologies reshape industries, transform cities and enrich lives. At Schneider Electric, we call this Life Is On.

Join Schneider Electric and power your career! Discover the opportunity to join an international, dynamic, and responsible company that fosters the development of all its people around the world. Every day, we empower employees to achieve more and experience exciting careers. Find out how our values and unique position make Schneider Electric the employer of choice.

Schneider Electric are recruiting for a brand-new team of Services Customer Care Coordinators to work at our Warrington site, based on Gemini Retail Park. These positions will involve shift working across both days and nights as the department will be providing 24/7 cover to our customers. Shift times will be 7am – 3.15pm, 3pm – 11.15pm or 11pm to 7.15am,

We offer a competitive basic salary, shift allowance, annual bonus, pension, life assurance and competitive holidays. There are also other flexible benefits available through our Thrive scheme.

Please note – if you are successful in progressing to shortlisted stage this will involve a short video interview and then at final stage you would be invited to attend a half day assessment centre on either the 9th or 10th of January in Warrington. We will be running three sessions, morning, afternoon and evening.

Mission:
The Services Customer Care Coordinator role is to take ownership of the ‘end to end’ customer experience from taking and logging the initial call to call closure providing the full & final closure report, which includes schedule & dispatch of Internal Field Service Engineers (FSE) to fulfil service requirements. The objective is to deliver a customer service that will exceed our customers’ expectations.

Key responsibilities:
Accepting inbound calls from Schneider Electric customers, understanding their requirements and ensuring the call is directed to the appropriate person for action. Performing an initial diagnostic to understand the issue, provide effective communication with internal and external stakeholders to ensure all service level agreements are achieved, provide the customer with regular updates via their preferred method of communication and keep all information updated in the CRM system.

You will also be responsible for accepting and logging incoming support requests from our Filed Service Engineers, assigning them to the correct in house technical team and managing associated administrative tasks.

About You:
You will be passionate about delivery the highest level of customer service; going above and beyond to ensure we consistently delight our customers! An excellent telephone manner is of course essential, together with the ability to communicate effectively by email, with an excellent command of the English language. Fluency in other European languages such as French and Italian would be an advantage but not essential.

A natural problem solver, you will be patient and tolerant of others and able to work both on your own initiative but also collaboratively and as part of a team to achieve the common goal of exceptional customer service.

A good level of computer literacy and is essential and previous experience of working with a CRM system is highly desirable, however full training in the Schneider Electric software will be provided. You will need accurate keyboard skills as the role involves using the system to log and retrieve information whilst talking to our customers.

Diversity is our heritage and our future. Be a part of it.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

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