Job description
Customer Support Coordinator
Who we are: Phoenix Engineering Group is the leader in the field of broadband technologies and Infrastructure, with a strong portfolio of projects in Germany, Greece and the Netherlands. We serve the diverse needs of telecom and infrastructure providers throughout Europe and provide all necessary services for the implementation of the projects.
Our culture: At Phoenix Engineering, we blend the strength of a robust group of companies with the vibrant spirit of a dynamic and youthful team, to build a culture that thrives on teamwork, mutual support and the pursuit of excellence. We celebrate each other’s achievements, stand together during challenges, and are committed to helping every team member thrive and grow.
Your role: As a Customer Support Coordinator you will have to manage and guide a team of customer service employees and ensure that the team complies with the policies and procedures of the organization. You will also be responsible for maintaining a positive image, brand, and reputation of the organization.
How you will contribute to our success:
- Manage our team of the Backoffice and Field Customer Service Representatives, motivating the team to perform at their best;
- Ensure clients’ appointments with House/Field Surveyors and Technicians of the company are held and hence that the daily targets (number of outbound calls, number of visits at subscribers’ premises) are met;
- Manage customer support tickets through coordination with the relevant departments;
- Ensure that the clients’ as well as internal databases are always up to date;
- Ensure that team members always adhere to the company guidelines and policies;
- Guide and help the team to identify and resolve any customer service queries;
- Report to the Project Manager on progress and outstanding issues.
To be a fit you will need:
- Customer Service Certification;
- 2 years of experience as a Customer Support Coordinator or a similar role in the Customer Service department;
- Very good command of the German Knowledge (current level: B2);
- Excellent knowledge of English language;
- Awareness of reporting tools;
- Strong analytical and problem-solving abilities;
- Outstanding management and leadership skills;
- Excellent written and verbal communication skills.
Ideally, you ’ll also have:
Previous working experience in the telecommunications industry.
What we offer:
- Competitive remuneration package;
- Private Health Insurance;
- Flexible remote working;
- Active participation in exciting and challenging projects that shape the infrastructure of the future;
- Opportunities to develop new skills and progress your career through theoretical and on the job training;
- Other corporate benefits.
Phoenix Engineering is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences and treat them with fairness and confidentiality. We do not discriminate based on age, sex, race, color, religion, national origin, disability or any other characteristic. If you are ready to unlock your potential, we will be happy to receive your CV!
