JOB DESCRIPTION / ROLE
- Identify and develop Customer Service metrics/benchmarks and provide insight behind the information in performance dashboards
- Gather feedback from customers on the provided service and establishment of a business improvement plan to prevent poor customer experience from happening again in the future
- Validating root cause analysis of faults/issues etc and initiate a customer services report to the customers alongside working with functional leads to ensure root level process improvements are made
- Evaluating and improving data held in the system with regards to our customers e.g. contact details
- Set and agree NPS targets for each depot, review and analysis the NPS scores with the more serious complaints made through NPS
- Ensure all administrative paperwork systems are updated and that all required paperwork is completed in line with company guidelines
REQUIREMENTS
- Customer Service Experience gained within a busy environment
- Excellent telephone manner dealing with internal and external customers
- IT and systems skills (Microsoft Excel)
- Analytical skills
ABOUT THE COMPANY
Established in 1996, Rapid is the Middle East leader in powered access equipment rental & sale, and part of Europe's largest powered access rental company, Lavendon Group plc.
At Rapid, we offer wide range of MEWP's (Mobile Elevating Work Platforms), which offer a number of features making them particularly suitable for different types of applications.
- Steel Erection and construction
- Lighting and electromechanical maintenance
- Industrial and building maintenance
- Signage and Events
- Outside Broadcasting
- Telecommunications maintenance
- Facilities Management
- Airport, Ship and Highway Maintenance
As members of the team committed to providing strength on the ground and performance in the air we work with a simple business philosophy 'Your success is ours'.
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