Job Title: Junior Customer Service Administrator
Job Summary:
This role is responsible for coordinating service operations, managing customer inquiries, scheduling service appointments, and ensuring efficient workflow between customers, contractors, and management. The main aim is to complete work on time to an excellent standard, keeping the customer updated throughout the process. Throughout, show and provide a can-do positive attitude.
Key Responsibilities:
Administrative Support:• Take inbound calls from customers and deal with enquiries.• Log jobs on the service management system and progress accordingly.
Customer Service & Coordination:• Respond to customer inquiries via phone, email, WhatsApp, providing timely and professional assistance.• Log and allocate jobs to contractors taking into consideration the priority level, availability, pricing of the subcontractor and KPI’s.• Follow up with customers to ensure satisfaction and address any concerns for jobs a problem may have occurred, in consultation with the SM.• Have full responsibility and knowledge of the jobs and satisfaction for your allocated customer accounts ensuring every step of the process is completed in a timely manner. If something isn't satisfactory, this should be escalated to your line manager.• Ad Hoc cover for wider team as required during in holiday and busy periods.• Update customer portals as required providing support/cover as required.
Scheduling & Workflow Management:• Coordinate service appointments, keeping the customer always updated and inline with SLA’s.• Track and monitor service requests, ensuring timely completion using the company reporting (Daily Priorities). This includes chasing of customer quotations.• Communicate with contractors, suppliers and management to resolve scheduling conflicts or urgent service needs. Problems that cannot be overcome to a customer's satisfaction (SLA) are to be escalated to your line manager.• Organizing and processing of contract works as required (PPM’s). This includes tracking of contract renewal dates and signed renewal contracts.
Person Specification
Essential Skills & Experience
Excellent attention to detail with the ability to maintain accuracy in a fast-paced environment
Strong organisational and time management skills
Ability to prioritise workload effectively and meet deadlines
Excellent telephone manner and a confident communicator with good written and spoken English
Proficient in standard business software and systems (e.g. Microsoft Office / CRM)
Ability to work independently as well as part of a team
Confident liaising with customers, contractors, and internal teams
Personal Attributes
Thrives in a fast-paced, dynamic working environment
Proactive and self-motivated with a positive attitude
Reliable and dependable with a strong work ethic
Adaptable and open to change
Professional and courteous in all communications