Customer Service Representative Full Time

What You’ll Do

• Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes / delays at key touchpoints including order acknowledgement, delivery, installation, and provision of ongoing services throughout the hire, off hire, collection and invoicing.






• You will provide the conduit between understanding and articulating the customer requirements and the delivery of goods and services through the Aggreko Operational teams. You will use and need a good understanding of the various Aggreko technologies as well as a thorough understanding of the day-to-day operations of Aggreko both internally and at customer sites.
• Make ad-hoc decisions in the best interests of the customer. Well defined levels of autonomy will provide the framework to work within allowing for excellent customer experience.
• Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process.
• Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements
• Take ownership for all reactive customer queries, breakdown or complaints, liaising with the appropriate teams to ensure these are resolved promptly to the customers’ satisfaction.
• Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services. Has responsibility and ownership for all relevant customer queries.
• Maintains high levels of customer satisfaction and positively impacts the customer feedback
• Answers inbound telephone calls, emails, and other channels and deals with them promptly and efficiently against agreed touchpoint standards
• Deliver an exceptional customer experience, through meeting & exceeding the defined customer experience standards and touchpoint outcomes.

You’ll Have The Following Skills And Experience

• Minimum of 2 years of relevant Customer Service experience in a business-to-business environment, preferably within a rental environment
• PC literacy in a Microsoft environment and ERP system
• Proven customer focus with a strong sense of urgency for creative solutions
• Acute attention to detail
• Excellent interpersonal skills with the ability to communicate across all levels of the organization, including well developed written, oral, facilitation, and presentation skills
• Collaborative style with decisive, results-oriented approach
• Ability to direct and self-manage
• Willingness to learn all aspects of business