Customer Service Coordinator

Exponential-e
Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology.
Your new role:
* Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
* Acknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs
* Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers
* Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met
* Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language
* Monitor systems and suppliers to proactively identify any issues that may affect Exponen...

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