Customer Service Advisor - Nights

Date Posted:  Country:
United Kingdom

Location:

Grove Park, 7 Barton Close Grove Park, LE19 1SJ
, Leicester, United kingdom

Otis is growing and we are recruiting a Customer Service Advisor working Night shift within our Otisline Contact Centre Team, based in Leicester. The role is working 10-hour night shifts from 10:00pm to 8:00am. The shift pattern consists of 5 consecutive nights on, followed by 4 consecutive nights off, on a continuous rotating basis. This is an important customer-facing role at the heart of our service operation.

As part of Otisline, you will be a key point of contact for our customers, field technicians and Service Delivery Managers, helping to ensure enquiries, alarm calls and service requests are handled professionally and efficiently. Acting as the primary interface between our internal and external customers you will be based in Otisline but will have the flexibility and ability to upskill into other areas of the customer service centre.

• Manage inbound and outbound calls from Technicians, Service Delivery Managers and Customers Dispatch work orders created by telephone or email within the agreed process and timeframe
• Ensure all relevant job and customer information is captured and updated in CRM
• Follow required procedures when answering all alarm calls
• Manage the Otis Line email inbox identifying and completing the correct action required from the email
• Log Insurance Inspectors reports on CRM

Working during the night means you will need to remain calm, organised and customer-focused, even when dealing with time-sensitive calls or multiple requests. You will listen carefully, gather the right information and make sure each enquiry or work order is recorded accurately and progressed in line with the appropriate process.

• You are passionate about excellent customer service
• You have excellent written and verbal communication skills
• You are a team-player and are able to work under pressure to deliver business commitments

You will receive an employment with the world market leader in a crisis proof industry. We will train you intensively in the areas of technology, processes & soft skills and you can exchange ideas with experienced colleagues at any time. With strong performance, you will have the opportunity to grow in this role to build a career at Otis.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide.

We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

We provide…