Careers At Falcon

Service Support Advisor

We have an exciting opportunity for a bright and dynamic Service Support Advisor to be part of our technical service team, in a key operational role.

As a Service Support Advisor, you will be handling customer contacts from all channels (telephone, email) logging calls and answering general enquiries from customers.  A hands-on attitude proactive approach is required whilst delivering customer excellence at all times.

Key Responsibilities

The successful applicant shall: 

• Handle incoming calls received, via phone, or email in a professional manner
• Ensure customer contacts are handled and/or routed as per the current agreed      process and within our KPI’s.
• Make outbound calls to update customers as defined by the Technical Service Manager or as appropriate to meet business needs.
• Respond to customer enquires effectively, providing accurate answers and solutions.
• Accurately log calls as defined by in-house systems whilst maintaining customer records, equipment, and contact details. 
• Maintaining customer records and equipment within the database.
• Build sustainable relationships and engage customers by going above and beyond.
• Monitoring the progress of each job and flagging exceptions whilst keeping customers and stakeholders updated
• Effectively respond to queries or escalations for jobs, providing a timely resolution.
• Using scheduling software to ensure all reactive jobs are scheduled for attendance within contractual time arrangements and that applicable KPI’s,
• Make outbound follow up calls when required.
• Assist in administration duties when required.

The successful applicant shall have:

• Must have the ability to empathise and listen actively to customer needs.
• Strong customer service skills 
• Able to work on own initiative. 
• Attention to detail, and able to analyse and accurately report on issues. 
• Positive manner, willing to think and work laterally where necessary.
• Excellent telephone techniques.
• Good verbal and written communication skills
• Good Knowledge of MS Office primarily Excel
• Strong team player, able to work well with others

If this sounds like a role for you, please send your CV to Wendy Rodgers, HR Manager ​​​​wrodgers@falconfoodservice.com 

Date posted 25/04/23