WHAT DOES A CUSTOMER SUPPORT ADMINISTRATOR DO?

Published: September 13, 2024 - The Customer Support Administrator ensures seamless and timely customer experiences while managing inquiries and complaints across multiple channels. Works independently and within a team, prioritizing tasks to meet strict deadlines. Actively contributes to process improvements and maintains strong relationships with both customers and internal stakeholders to ensure accurate and prompt documentation handling.

A Review of Professional Skills and Functions for Customer Support Administrator

1. Customer Support Administrator Duties

  • Site Support and Training: Provide support and training to site staff and act as first point of contact.
  • Call Handling: Answer internal and external phone calls.
  • Tenant Administration: Support with tenant administration and assist with debt referrals.
  • Cancellation and Amendments Management: Be responsible for any cancellations/room amendments.
  • CRM Enquiry Management: Deal with enquiries for schemes using the CRM system.
  • Tenancy Agreement Management: Sign and execute tenancy agreements.
  • Booking System Management: Keep the internal booking system up to date and accurate.
  • Payment Plan Administration: Administer and manage the payment plan process.
  • Council Tax Exemptions Assistance: Assist with the council tax exemptions for all developments.
  • Social Media Enquiry Management: Manage social media enquiries related to operational issues from existing customers and leads and enquiries into bookings.
  • Inbox and Lead Management: Manage external enquiries and leads in the central enquiry inbox, including leads from third-party agents and general enquiries from customers and prospective customers.

2. Customer Support Administrator Details

  • Schedule Coordination: Coordinate and maintain schedules while ensuring attention to multiple factors (location, time, etc.) and engaging in timely and clear communication with all relevant parties.
  • Scheduling Efficiency: Handle a variety of scheduling issues/needs efficiently and with attention to detail in a fast-paced environment.
  • High-Volume Scheduling: Handle a high volume of scheduling tasks.
  • Logistics Problem-Solving: Utilize problem-solving skills to manage logistics of customer and technician scheduling across different locations.
  • Professional Communication: Engage in professional and respectful communication with customers and staff.
  • Documentation Maintenance: Maintain detailed documentation.
  • Performance Goal Alignment: Actively work towards meeting performance goals.
  • Staff Engagement: Attend staff meetings, in-services, training, and other meetings as requested by management.
  • Data Protection: Ensure the client is protecting intellectual proprietary data from unauthorized access.
  • Efficiency Improvement: Implement methods, equipment, and processes to improve efficiency whilst always behaving in a cost-conscious manner.

3. Customer Support Administrator Responsibilities

  • Policy Adherence: Ensure that all deals are dealt with in line with company policy and procedures.
  • Deal Ownership: Take ownership and responsibility for deals allocated through to completion.
  • Efficient Deal Management: Manage all deals efficiently, accurately, and with high levels of diligence in line with company expectations.
  • Customer Due Diligence: Follow company customer due diligence process accurately to protect customers, the company, and partners against fraud.
  • Payment Processing: Process customer payments via Sage online.
  • Invoice Authorization: Authorize internal invoice deals.
  • Compliance Documentation: Complete any documentation necessary to meet compliance requirements.
  • File Management: Ensure all documentation and customer files are saved and circulated in line with company procedure.
  • Customer Point of Contact: Act as a main point of contact on allocated deals and deliver exceptional customer service.
  • Inbound Call Handling: Answer inbound calls in a timely manner and in line with company expectations.

4. Customer Support Administrator Accountabilities

  • Customer Experience Delivery: Help with the delivery of a professional, seamless and timely customer experience.
  • Initiative: Work upon own initiative.
  • Workload Prioritization: Prioritize workloads effectively, and be able to meet strict deadlines.
  • Teamwork and Initiative: Work well upon own initiative and within a team.
  • Process Improvement: Provide feedback and suggest process improvements on all customer service processes.
  • Mailbox Management: Manage both customer and internal-driven mailboxes.
  • Inquiry and Complaint Handling: Assist with the triage and logging of both customer inquiries and complaints.
  • Direct Customer Communication: Communicate directly with customers either by telephone, electronically, or face to face.
  • Customer Advocacy: Represent the customer viewpoint in internal discussions.
  • Technical Sales Tools Production: Production of technical sales tools including competitor analysis.
  • Lender Relationship Management: Develop strong relationships with lender contacts and liaise with lenders to ensure documentation is accurate and dealt with promptly.

5. Customer Support Administrator Functions

  • Support Query Logging: Log all support queries, manage software licenses, follow up and chase contracts, and confirm customer appointments.
  • Email and Phone Support: Log support queries via email and telephone.
  • License Management: Update and send out licenses to customers before expiry.
  • Resource Finalization: Ensure all resources are finalized before an installation, including payments, licenses, and software.
  • Contract Follow-Up: Follow up on contracts using an online document signing application.
  • Visitor Reception: Meet and greet visitors at client’s offices.
  • Office Management: Manage the office ensuring adequate supplies are available and petty cash.
  • Customer Communication: Keep customers updated on deal progress on a regular basis.
  • Third-Party Appointment Coordination: Organize 3rd party vehicle inspections and set up 3rd party appointments (for example, Regus offices/ OneCall/ Quickdox, etc).