Tunstall Americas

Customer Support

• Provide exceptional customer support through inbound calls and emails, ranging from fault reporting to general enquiries
• Perform call handling and scheduling administrative tasks
• Process targeted numbers of emails from customers and engineers
• Log all requests accurately in the Tunstall ERP system
• Investigate existing enquiries via calls and emails
• Administer customer portals
• Meet agreed KPI targets
• Handle customer complaints and escalate complex issues when necessary
• Collaborate with other departments, engineering teams and key stakeholders to improve customer experience
• Coordinate engineer leave requests and create daily and on-call rotas based on availability
• Plan engineer resources and workloads to ensure at least 85% of requests are responded to within SLA
• Liaise with third parties for specialist work or remote UK areas
• Assist with scheduling preventative maintenance visits
• Review daily drilldown data and investigate delays or issues through to resolution
• Provide ERP and Excel reports to customers and key stakeholders when required

Out Of Hours Customer Service Representative