Company Overview
Veritek Global Ltd supports OEMs in cost-effectively scaling up their after-sales service operations in the UK and Europe and delivering an outstanding customer experience. Services include outsourced customer services, first-line remote assistance, second-line field engineering services, parts and logistics management and repair centre support. Our sector expertise includes medical, ophthalmic, robotics, print and graphics, photo-imaging and digital cinema.
Summary
We are seeking a Customer Service and Dispatch Agent to join our team. This is a hybrid role based in Polegate that provides 1st line support, information and updates to our customers, managers, internal departments, and any other relevant stake holders. You will be expected to go the extra mile in order to present all customers with a world class customer service experience.
Responsibilities
- Provide excellent Customer Service at all times.
- Accurately input information onto the service management system.
- Raise customer quotes as appropriate and obtain purchase orders from customers for chargeable jobs.
- Regularly check progression of jobs to ensure we achieve service level agreements.
- Provide phone support to engineers in the field.
- Actively work towards Department KPI’s and achieving company goals.
- Comply with the company’s business procedures (ISO).
- Log information in to external customers portals as required.
- Monitor and manage all mailboxes as required.
- Scheduling and allocation of engineer’s work in the most efficient way and ensuring the correct skill levels are used whilst complying with the company’s H&S policies.
- Travel arrangements and hotel accommodation booking, ensuring good practices are maintained regarding costs.
- Raise job numbers for service installs and future planned work and update the company database.
- Ensure all spreadsheets are kept up to date with machine details and changes of address.
- Contact with Engineers to inform them of the allocated work for the following week.
- Maintain constant feedback to Team Leader to ensure schedule of work is carried out effectively and issues raised.
Knowledge, Skills & Experience
- Good interpersonal relationship skills.
- Excellent Customer Service skills with proven experience.
- Computer literature with full Microsoft package skills, database experience preferred.
- Good geographical knowledge.
- Must be a team player and flexible.
- Effectively multi-task and prioritise their workload.
- Pro-active and able to “look outside the box” essential.
- Have a high level of accuracy and attention to detail.
- Have a positive 'can-do' attitude.
Are you looking for a new challenge ,then come and join our dynamic team at Veritek Global. If you're ready to make an impact in field support services, we want to hear from you—apply now and help us deliver a world class customer service experience.
Pay: From £25,500.00 per year
Benefits:
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Work from home
Work Location: In person
