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, showing and providing a can-do positive attitude.
Key Responsibilities:
Administrative Support:• Take inbound calls from customers and deal with enquiries.• Process quotations, orders, and job allocation to contractors.• Log jobs on the service management system and progress accordingly.• Creation of quotations for your accounts providing cover/support where required.
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 isnt satisfactory, this should be escalated to your line manager.• Ad Hoc cover for wider team as required during in holiday and busy periods.• Creation of quotations for your accounts providing cover/support where required, inline with KPI’s.• 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 customers 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.• Inputting of invoices onto Xero in a timely manner (With 5 days of receipt).• Updating of purchase invoice sheet inline with above.
Inventory & Parts Management:• Order parts and materials for approved quotes arranging payment upfront where required. Ensure all parties are kept fully up to date and the plan of action where required.• Organize returns of spares parts ordered incorrectly, ensuring the supplier invoice is put on hold, collections organized and sent back to the supplier in a timely manner. (Within 7 days).• Provide cover for parts/material/machine sourcing where required and any other Ad Hoc tasks that may arise