Customer Service & Operations Administrator

Job description

Job Purpose

The Customer Service & Operations Administrator will be responsible for managing customer enquiries and existing customers regarding installations and servicing of equipment, scheduling engineers, and taking payments. The role is key to ensuring a smooth customer journey from initial contact through to completed installation or service.

Key Responsibilities

Customer Contact & Sales Support

• Proactively contact customers by phone and email to discuss equipment service and installation.
• Respond to inbound customer enquiries in a professional and friendly manner
• Explain services clearly and confidently, answering basic customer questions
• Identify customer needs and book appropriate installations or service visits

Scheduling & Coordination

• Schedule installation and service appointments with engineers
• Coordinate engineer diaries to ensure efficient routing and minimal downtime
• Communicate appointment details clearly to customers and engineers
• Handle rescheduling, cancellations, and follow-ups as required

Administration & Record Keeping

• Maintain accurate customer records on the CRM or job management system
• Log enquiries, bookings, job notes, and outcomes
• Ensure all required documentation is completed before and after jobs
• Support compliance processes where needed (e.g. warranties, service records)

Payments & Invoicing

• Take customer payments securely over the phone or online
• Raise invoices and record payments accurately
• Follow up on outstanding payments when required
• Liaise with finance or management regarding payment queries

Customer Experience

• Provide excellent customer service at all times
• Handle complaints or concerns calmly and professionally, escalating when necessary
• Follow up with customers after installations or services to ensure satisfaction

Skills & Experience

Essential

• Previous experience in an administrative or customer service role
• Confident telephone manner and strong communication skills
• Highly organised with strong attention to detail
• Comfortable taking payments and handling basic financial administration
• Competent with IT systems (CRM, scheduling software, email, spreadsheets)

Desirable

• Experience scheduling engineers or field-based teams

Personal Attributes

• Friendly, professional, and customer-focused
• Reliable and able to manage multiple tasks at once
• Proactive and able to work independently
• Calm under pressure and good at problem-solving

Training & Development

• Full training provided on company systems and processes
• Ongoing support and development opportunities

Please note that this role is based in Macroom..