WHAT DOES A CUSTOMER SUPPORT ADMINISTRATOR DO?
Updated: Jan 15, 2025 - 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).
Editorial Process and Content Quality
This content is part of Lamwork's career intelligence platform and is developed using structured analysis of real-world job data, including publicly available job descriptions, skill requirements, and hiring patterns.
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