Customer & Technical Support Administrator

15 Jul 2021
07 Aug 2021
Contract Type
Full Time
Customer & Technical Support / Administration

Job Description

Job Objectives and Responsibilities

To ensure the smooth running of the plant's Customer Service and Administration sections. The Customer & Technical Support Administrator is responsible for taking a proactive approach in building technical knowledge, in order to respond to inbound customer enquiries and orders.

Customer Service

* Prioritise and process customer's orders, deliveries and queries within a busy environment

* Manage customer relations and communicate internally and externally customer needs & expectations

* Prepares for customer inquiries by studying and developing deep knowledge of the product to be able to provide extensive Technical Support for our Hot Bin customers

* Provide accurate, valid and complete information by using the right methods/tools

* Handle customer complaints quickly and efficiently, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

* Maintain thorough and accurate customer service records

* Check product availability for customer orders

* Help customers register online and process orders

* Understanding key customer individual needs and addressing these.

* Liaise with the courier to arrange collections and deliveries using the couriers online portal

* Go the extra mile to engage customers by listening and advising

* Processing customer payments using sage pay, whilst exercising strict customer confidentiality

* Manage large amounts of incoming phone calls

* Keep records of customer interactions, process customer accounts and file documents

* Liaising closely with Marketing on current and new product lines

* Follow communication procedures, guidelines and policies using the right methods/tools


* Collating production figures to produce a daily financial pack with the use of EIQ reports and manual stock counts

* Data Input & order processing

* Expedites the despatch process through tracing, information transfer and monitoring of shipments

* Prepares and reports all site accounting information

Key Competencies

* The ability to multitask and stay organised

* A friendly and professional manner

* The ability to interpret, analyse and present data

* A high attention to detail

* Critical thinking and problem solving skills

* Excellent oral and written communication skills

* Ability to work in a team and alone

* The ability to work quickly and accurately under pressure

* Comprehensive I.T. Skills to include Microsoft Office (Excel)

* Customer service /Administration qualifications

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