Customer Service Advisor
Employer: Cloud FM
Location: As this is a fully remote role, we like to meet candidates in person so shortlisted candidates will be invited to an assessment day at our office in Colchester, Essex. We're a nice bunch though so you should have fun!
Temporary: This is a fulltime role on a 14-month fixed term contract.
Salary: £26,436.80
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About Cloudfm
We’re driven by our mission to transform the Facilities Management industry and create a more sustainable future. Our smart solutions and cutting-edge technology help our clients optimise building performance and minimise energy waste.
How do you fit in?
The role of the CSA is a critical customer facing role working directly with our customers and supply chain partners to help them resolve maintenance issues.
What you'll be doing day to day
Reviewing incoming maintenance tasks and assigning to our Supply Chain Partners.
Working with supply chain partners, providing accurate information and effective communication, to ensure maintenance tasks are resolved in accordance with agreed service level agreements.
Manage inbound calls against agreed SLA's.
Monitor all systems/communications and update appropriately with accurate information to ensure complete transparency for our client, e.g., Building Portal, Client Inboxes, Email.
Escalating issues as necessary and in a timely manner to the relevant people.
Investigate all maintenance tasks that are sitting in backlog to find a resolution.
Support all queries seeking out the appropriate point of contact.
Ensure customer service levels are met and exceeded.
Follow and stay up to date with internal changes to process
What you'll bring to the table
You'll have at least one year of customer service experience, ideally in a helpdesk environment.
You'll have great interpersonal skills and good written communication.
Why join us
You'll be welcomed by a passionate and friendly team, and will be part of an open, inclusive, and supportive culture. We also offer a generous rewards package to help you make the most out of life, including:
Salary: £26,436.8 per annum + working from home allowance
Remote working to help you achieve a balanced life.
25 days holiday increasing after 2 years’ service and an extra day on your birthday!
Health Cash Plan to look after your physical and mental health.
Enhanced Maternity, Adoption and Paternity pay
Wellbeing support, confidential helpline, and counselling
Retail cashback and discounts because who doesn’t love saving money?
Life Insurance and Personal accident cover to give you peace of mind.
Additional information about the role
This is a fulltime role on a 14-month fixed term contract. The Customer Service Team work a rotational shift pattern covering a pattern from 7am to 8pm (you would work a 9 hour shift within those hours with an hour for lunch) and a one in three weekend shift.
As this is a fully remote role, we like to meet candidates in person so shortlisted candidates will be invited to an assessment day at our office in Colchester, Essex. We're a nice bunch though so you should have fun!
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