Client Service Administrator
Job Purpose
Serve as the primary point of contact for customers, delivering exceptional service and supporting the growth and smooth operation of the branch or service location.
Key Responsibilities
Welcome and assist customers both in person and over the phone.
Build and maintain strong, positive customer relationships.
Identify customer needs and collect all relevant information.
Create basic work orders using internal systems.
Provide timely updates on service progress when requested.
Accurately document all service activities.
Support warranty claim submissions and technical escalation processes.
Core Competencies
Communication: Convey clear, tailored information to a variety of audiences.
Conflict Management: Address and resolve issues calmly and professionally.
Customer Focus: Prioritise customer satisfaction and foster long-term relationships.
Work Direction: Delegate tasks effectively and remove barriers to ensure smooth workflow.
Financial Awareness: Use financial insights to support sound operational decisions.
Trustworthiness: Demonstrate integrity, reliability, and accountability.
Technical Skills
Diagnostics: Translate customer concerns into actionable troubleshooting steps using approved tools and workflows.
Warranty Handling: Confirm root causes, assess coverage eligibility, and submit accurate claims.
Technical Escalation: Escalate unresolved issues appropriately while maintaining timely communication.
Service Documentation: Record customer and equipment information using required systems.
Electronic Tools: Operate diagnostic software and hardware to identify and resolve issues.
Qualifications
High school diploma or equivalent.
Relevant experience may be considered in place of formal education.
Licensing or certification may be required depending on regulatory standards.
Be able to Use Sap is highly advantageous
Experience
Significant relevant work experience or specialised skills gained through training or education.