Service Administrator

Marsden Park - Full Time
On-site Parking
$55K to $65K
The Company
Our client is an Australian-owned Manufacturer and Distributor of Air Conditioning products that has enjoyed consistent growth over the company's 38-year operation. Their success is largely accredited to placing a high value on people underpinned by a culture of Continuous Improvement, Customer Focus, and Achievement through a One Team approach.
The Role
Reporting to the Senior Service Administrator the Service Administration Officer position requires someone with strong time management and organisational skills that can work within a busy service department, focusing on a quality high-level customer experience.
This role requires someone willing to do all that is needed to ensure all service jobs are delivered timely and efficiently.
Speaking to Dealers, Installers, End Users & Service Technicians; you will have the challenge of dealing with different unpredictable issues that can come up and will need to find solutions to get the result and ensure the client is satisfied.
Responsibilities
Customer/Technical Support:

• Respond promptly to customers via phone and email (approx. 100 calls per day in peak period);
• Log service calls;
• Assist customers with basic technical queries.
• General Administration:
• Process payments;
• Preparing service warranty reports;
• Issue purchase orders;
• Provide information and documentation to the customer where required.

Customer Follow-up:

• Contact Installers and Service Agents to provide a part ETA and tracking updates;
• Contact customers to perform a customer satisfaction survey;
• Keep dealers/installers up to date with service outcomes;
• Follow-up outstanding parts with Good Return Advice with service agents;
• Follow-up disputed outstanding accounts.

Cross-Functional Support / Training:

• Assist other company personnel as required;
• Be involved in on-the-job training of other staff;
• Participate in staff meetings & job training as required.