In charge of supporting the needs of customers to improve customer experience through handling service and support requests, and ensuring that requests are logged, managed and fulfilled. Main responsibilities of this key position are:
• Logging support requests from customers by phone and by email, establishing the priority of the issues
• Liaison between customers and internal teams, allocating the appropriate engineer or applications specialist to be able to support the customer
• Coordinating, scheduling and handling service calls
• Collaborating actively with the Operations department to ensure orders are prepared and delivered
• Promoting and maintaining service contracts with customers
• Supporting admin tasks such as call management and closing, invoicing, orders management
