Referring jobs to stores for parts and sales for quotes where required.
- Completing daily call planner for all engineers, liaising with field operations to ensure correct
capacity distribution throughout departments and resources.
- Scheduling engineers calls daily via scheduler, ensuring maximum efficiency of routes and
capacity.
- Monitoring call completion daily for service and maintenance engineers over the mobile
interface.
- Maintaining contact with engineers, ensuring correct call handling and call referral.
- Monitoring call queues and managing SLA.
- Completing weekly KPI reports.
- Liaising with third party subcontractors to provide best quality services within the agreed
deadlines.
- Participate in and lead as appropriate in training programmes for new products & services and
ensure adherence to procedures as outlined.
- Work to the existing roster system in place.
- To focus the service desk’s attention on delivering first class services to clients/customers and
operating in a seamless and cooperative manner with the rest of the company.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and
monitoring service desk operations.
- Build & maintain relationships with customers.
- Report any urgent issues on complaints to Management.
Classification: Internal
What You’ll Need
- 2 years of experience in a similar role
- Exceptional customer service skills and a commitment to excellence
- Ability to handle pressure
- Excellent communication & interpersonal skills
- Strong problem solving and decision making skills
- Assertive and Confident
- Computer literate with a good working knowledge of MS Office Products
- Excellent Telephone Manner
- Customer focused
- Ability to work on own initiative
- Team Player
- Attention to Detail
- Preferred: Demonstrated experience in the security industry
What we provide
Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different
backgrounds and identities are able to realize their maximum potential within the company. We offer a
variety of programs and exceptional benefits to all of our colleagues:
- Salary €35K
- 25 days annual leave
- Extra Fun and laughter day
- Pension
Pay: €32,000.00-€35,000.00 per year
Benefits:
- Bike to work scheme
- Company pension
- Employee assistance program
- On-site parking
- Wellness program
Work Location: In person
