Customer Service Associate

Role Overview

This role centres on being the key operational link between customers, field technicians, and internal departments. Day-to-day, you will manage service requests from initial contact through to job completion, ensuring every query is resolved and every service visit is scheduled efficiently. Your work directly supports the company’s commitment to reliable after-sales service by keeping workflows on track and communication clear.

Key Responsibilities

• Respond to customer enquiries, complaints, and feedback via phone, email, and messaging platforms, tracking each case to resolution.
• Enter and process service orders, coordinate installer and technician schedules, and support resource planning for daily operations.
• Monitor work orders assigned to external service providers, checking that tasks are completed within agreed timeframes and quality standards.
• Manage spare parts inventory records, including allocation to jobs and stock-level control to avoid delays.
• Maintain accurate service documentation, prepare operational reports, and analyse data to identify trends or areas for improvement.
• Collaborate with technicians, installers, drivers, and other service team members to meet performance targets and customer commitments.
• Assist with general administrative duties and contribute to projects aimed at improving service delivery processes.

Requirements & Qualifications

• 1–3 years of practical experience in a customer service or service operations environment.
• Familiarity with CRM software and service process management tools is highly regarded.
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint) and the ability to produce clear, data-driven reports.
• Basic technical understanding of the products or services supported, enough to triage common issues.
• Excellent verbal and written communication skills, combined with solid organisational and problem-solving abilities.
• A proactive approach to work and the capacity to collaborate effectively across multiple teams.