Job purpose:
To address customer issues and resolve them in a timely and efficient manner and ensure that all valid customer concerns are being dealt with immediately.
Complies with the policies and procedures of the company. Service Administrator to maintain the positive image, brand, and reputation of the organisation.
Roles & Responsibilities:
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Usage of Tesseract and customer portal systems.
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Accept client phone calls, resolving client queries and escalating/delegating where required.
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Monitor and control service and service reports inbox, resolving client technical/administrative queries and escalating/delegating where required.
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Send documentation on request to customers e.g. Service Reports, RAMS, insurance documents, training records etc.
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Carry out invoicing, customer portals, job costing tasks (breakdown calls) and PO follow ups.
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Update business with department accumulative figures for the month.
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Raising calls on Tesseract e.g. breakdowns, remedials etc. on receipt of client PO and keep enquiry spreadsheet up to date.
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Add all parts onto calls raised and liaise with stores team for parts to be picked.
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When required raise renewal contracts and new maintenance contracts as per Aftersales Contract and Key Account Manager’s instruction.
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Support Service Controller with allocating engineers jobs to REA as required.
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Assist with issuing remedial quotes.
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Raise PO’s and GRN where required.
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Support wider service team where required.
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Comply with the Company Health & Safety Policy.
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Comply with all aspects of the Company’s ISO standards: Quality management – ISO 9001:2015 / Environmental – ISO 14001: 2015 / Occupational health and safety management – ISO 45001:2018, proactively contributing to the company’s continuous improvement
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Observe & demonstrate behaviour in line with the core values of the company.
Qualifications/Skills
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Conversant with key Microsoft applications: Outlook, Word, Excel, PowerPoint etc.
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Proven customer support experience.
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Strong phone contact handling skills and active listening.
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Familiar with Business systems and practices.
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Customer orientation and ability to adapt/respond to different types of characters.
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Excellent communication and presentation skills.
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Ability to multitask, prioritise and manage time effectively.
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Friendly, assertive personality with positive and confident manner.
