Service Administrator
We are seeking a dedicated Service Administrator to join our dynamic team.
About the Role
In this role, you will play a crucial part in ensuring seamless operations and a positive customer experience.
Key Responsibilities:
* Customer Enquiries: Handle day-to-day customer inquiries with promptness and professionalism. Utilise various communication media to address customer concerns effectively.
* Event Planning: Schedule both planned and unscheduled service events, coordinating the schedules of Field Service Engineers to ensure timely service delivery.
* Documentation: Accurately document customer inquiry information within the appropriate systems, ensuring that all records are maintained for future reference and analysis.
* Quotations: Prepare and provide quotations to customers while supporting internal teams with general administrative tasks.
* Issue Resolution: Resolve customer issues by leveraging a comprehensive understanding of organisational processes, systems, and practises. For more complex issues, escalate them appropriately and provide necessary documentation.
* Feedback and Improvement: Actively contribute feedback to support improvement projects aimed at enhancing customer experiences and meeting organisational goals.
* Process Optimisation: Offer suggestions on how existing processes can be made more customer-centric or efficient, ensuring continuous improvement in service delivery.
Requirements
* Previous experience in a customer service or administrative role is highly desirable.
* Strong organisational and time management skills.
* Excellent communication skills, both written and verbal.
* Ability to work collaboratively within a team and independently when required.
* Familiarity with customer service processes and systems is a plus.
* Proficient in using various software tools for documentation and scheduling.