CCC Services Coordinator

Job description

Make the most of your energy in a career at Schneider Electric


About us


Schneider Electric is the global specialist in energy management. We hire individuals driven by a desire to impact the world. With a mission to make the most of our clients' energy, we can help solve the Global energy dilemma by helping companies and individuals make more efficient use of the energy they already use. We are passionate about delivering real and innovative solutions in energy management and energy efficiency, making energy safe, reliable, efficient, productive and green.

Join Schneider Electric and power your career! Discover the opportunity to join an international, dynamic, and responsible company that fosters the development of its entire 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 has a great opportunity for the right person to join our team as a Services Customer Care Co-ordinator based in Warrington.


Your 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.

The Responsibilities

Essential Functions

● Accept inbound Emergency break fix calls from Schneider Electric customers, understand the customer requirements and ensure the call is logged and directed to the appropriate person for action. Accept ownership of the call to ensure completion.

●Perform an initial diagnostic to understand the customers issue

●Provide effective communication with internal and external stakeholders to ensure SLAs are achieved.

● Provide the Customer with regular updates via their preferred method of communication

● Log all Customer contacts in Salesforce (bFO/bFS), detailing the issues reported and all actions taken.

●Ensure all customer data is maintained in bFO/bFS Secondary Functions

● Accept and log incoming support requests from Field Service Engineers, assigning them to the correct in-house technical support team.

● Manage the administration tasks for the businesses
multi-technology customers.

● Manage the administration tasks for global connected services, spanning across multiple time zones.


Profile
The Ideal Candidate will have

● Strong computer skills such as word, excel, email etc.

● Written -ability to communicate in a clear and concise manner with internal and external customers

● Fluent English is mandatory. Other European languages such as French and Italian are an advantage

● Strong time management skills

● Handles multiple and conflicting priorities and effectively prioritizes tasks in a fast-paced work environment.

● Detail oriented and able to meet deadlines
● Strong problem-solving skills
● Work both independently and as part of a team
● Tactful and effective at dealing with difficult / challenging customers

● Providing 24/7 cover and will include shift working, initially working a 5 –11.15pm &11.00pm – 8.00am shift pattern

This is a great opportunity to join Schneider Electric and power your career! You will be joining an international, dynamic, and responsible company, with an enviable reputation in the market. Schneider 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 – apply now online.

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.

We are open to a conversation about flexible working.

Desired profile

Qualifications :