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.
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