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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