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Customer Support
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WD30087601344 Requisition #
Primary Objective: 

The Platinum Group Specialist is responsible for raising work order requests, scheduling, coordinating and dispatching Field Technicians to perform Service work in respect of the Security, CCTV and electronic Alarm systems for ADT’s major clients in the Finance Vertical.
Specific Accountability:
 Adhere to ADT’s EH&S, QA and HR policies and procedures
 Monitor dedicated email in-box (specific Customer email address) and promptly respond to incoming emails
 Raise work order requests, actively checking all site history for information relevant to Technicians’ next site attendance
 Respond to Customer, Technician and third party incoming phone calls (Specific Customer numbers)
 Monitor and manage Service job queues
 Provide knowledgeable, courteous and helpful customer service to all Stakeholders
 Accurately enter relevant information into every account where an action has occurred or is planned
 Monitor and manage jobs assigned to Technicians’ queues
 Ensure all SLAs are known and achieved in accordance with customer expectations and in accordance with contracts and Service Agreements
 Ensure KPIs are known and achieved as per the requirements of both ADT and its customers
 Complete projects and other duties as assigned by the Finance Vertical Management Team
 Comply with scheduled start and finish times and breaks as assigned by the Team Supervisor
 Comply with ADT leave entitlements and policies
 Provide a direct conduit between ADT and its customers for all Service works
 Ensure all jobs have correct data, advising customers in advance of the chargeable service rates, parts and travel charges where applicable
 Ensure Technicians have the parts required prior to attending to complete the job on the first call and book any additional equipment that may be required to complete the required works e.g. scissor lifts
 Other activities as reasonably requested by line Managers
 Take ownership of queries or complaints promptly, and ensure resolution within approved guidelines, and escalate where necessary
 Build and maintain good working relationships with internal customers such as Technicians, Service Managers, Sales Managers and Sales Representatives, as well as sub-contractors and suppliers
PERSON SPECIFICATION
Qualifications:
• Call centre or Control Room experience preferred, but not essential
• Experience using Pronto, Mastermind and / or Click software preferred, but not essential
Knowledge and experience:
• PC knowledge/skills including Microsoft Word and Excel
• Demonstrated track record working in a team environment or co-ordination role
• Excellent communications skills
• Excellent co-ordination & time management skills
• Attention to detail
• Accurate data entry skills

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