Customer Support Administrator Job Description Template
Our company is looking for a Customer Support Administrator to join our team.
Responsibilities:
- Facilitate the implementation of new customers and process renewal or;
- Resolve customer queries, explaining best practice clearly and precisely;
- Generate UQS quotes (or manual quotes for New Zealand customers) as requested by Account Executives;
- Record all contacts in the CRM database, including any data cleansing when contacting customer schools;
- Communicate with customers via telephone, email and live chat;
- Ambassador for Renaissance;
- Manage the AU Customer Service inbox – dealing with any customer enquiries promptly and efficiently (within the same business day);
- Escalate customer queries to appropriate Support team when necessary;
- Respond to inbound telephone calls and live chats from customers within allocated timeframe;
- Forward outstanding and overdue invoices to customers weekly for payment;
- Perform other departmental duties as required and assigned by either the Country Manager or the Customer Support Manager.
Requirements:
- Experience with database and CRM (preferably Dynamics) would be desirable;
- Strong analytical skills and attention to detail;
- Thorough knowledge of programs such as MS Word and Excel;
- A team player with strong interpersonal skills able to work in a matrixes organisation;
- Reliable and self-motivated to prioritise and manage workload, and meet critical project milestones and deadlines;
- Ability to learn and think quickly in a technology-focused organisation;
- Ability to thrive in a fast-paced environment;
- Excellent customer service skills;
- Excellent problem-solving skills and ability to develop new;
- Excellent communication (oral and written) and organisational skills.