As our Customer Support & Planning Coordinator, you’ll play a crucial role in maintaining excellent client relationships and ensuring top-level customer satisfaction. Acting as the primary contact point, you will handle enquiries, resolve issues promptly, coordinate field services efficiently, and support our commitment to delivering exceptional customer experiences.
Key Responsibilities:
Customer Support: Respond to customer enquiries via phone, email, or chat, providing accurate information and solutions with professionalism and empathy.
Communication: Confirm appointments, provide updates, and promptly address customer concerns to maintain clear communication channels.
Escalation Handling: Identify and escalate complex issues to ensure timely resolution by senior support staff or relevant departments.
Product Knowledge: Develop a deep understanding of Apogee’s products and services to assist customers effectively and stay updated on product changes.
Planning and Coordination: Coordinate with field engineers to optimise scheduling, monitor progress, and address issues as they arise.
Administrative Tasks: Perform administrative duties such as updating customer information and managing service requests efficiently.
Work Order Management: Receive and prioritise work orders, ensuring accurate documentation and distribution to field engineers based on SLAs