My client is a very successful company that supplies a diverse range of Cash Handling machinery, to all the industries within New Zealand that handle cash - banking and finance, retail, vending, gaming etc.
As leaders they employ a team of very skilled and experienced people, ensuring absolute efficiency in all aspects of their service delivery.
They are currently seeking to appoint a very switched-on technically savvy Helpdesk Service Coordinator to ensure that customers technical queries are being resolved efficiently and if not resolved by the initial phone contact are escalated to a visit from one of their Field based Service Technicians.
As first point of contact, you will be response for assisting customers by diagnosing their equipment faults and trying to resolve it over the phone. If the fault cannot be resolved over the phone, then you will be responsible for organising a technician to visit the customer.
The Role:
- Respond to customer service requests and provide phone based diagnostic fault finding, fault resolution and technical support
- Where available, use remote management tools to access the general health of the device
- Logging the jobs into the system with all the appropriate details, including fault description.
- Liaise with the appropriate Service Technician to work on the service request
- Follow up action taken by the Service Technicians through to when you close the job in the system
- Use all tools available to support to Service Engineers attending Customer Service calls
- Ensure the full administration process is fulfilled in a timely manner.
- Share your observations of product performance with the wider team to drive performance improvement
- And have a bit of fun along the way
You:
- Extremely clear and professional phone communication
- Experience in a similar role with other technical equipment i.e ATM’s, Large Appliances, Photocopiers, or similar
- Very customer service oriented. Good listening skills and shows empathy
- Enjoys a busy environment - Unflappable under pressure able to multi-task, juggling phones and admin.
- Process and systems driven.
- Good geographical knowledge
- Takes a logical approach to problem solving
- Ability to build a strong relationship with the Service technical team.
- Keen to continue to upskill & learn about the products, and to continue to keep learning
We are seeking candidates who have very confident communication skills and are extremely client focused. You will thrive in a busy environment, and you enjoy a laugh or two, working with a very supportive and friendly team. They will be the sort to and to take ownership of their role and pride in their work.
Those from a similar service coordination environment, will be highly welcomed, or those from a technical customer service environment should apply.
If you have relevant experience in a similar role, then apply via Seek or send your CV to lisa@kingsrecruitment.co.nz
Please note that only shortlisted applicants will be contacted, and this will happen within a week of your application.