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).
Job Role FAQs
What is a job role?
A job role refers to the duties, responsibilities, and expectations associated with a specific position within an organization. It explains what tasks an employee performs, how they contribute to team objectives, and how their work supports the company’s overall goals.
What are the typical responsibilities of a job role?
Typical job role responsibilities include completing daily tasks, collaborating with team members, making decisions, and meeting performance targets. For example, a software developer may write code, fix bugs, review pull requests, and collaborate with product teams.
What is the difference between a job role and a job title?
A job title is the official name of a position, such as Marketing Manager or Software Engineer. A job role describes the actual duties, responsibilities, and expectations associated with that position.
Why are clearly defined job roles important?
Clearly defined job roles help organizations improve productivity, reduce workplace confusion, and ensure accountability. When employees understand their responsibilities and expectations, teams can collaborate more effectively.
How do job roles support career development?
Understanding different job roles helps professionals identify career paths and the skills required for advancement. By learning the expectations of various roles, individuals can build relevant skills and plan long-term career growth.
Editorial Process
Lamwork content is developed through structured review of publicly available job postings and documented hiring trends.
Editorial operations are managed by Thanh Huyen, Managing Editor, with research direction and final oversight by Lam Nguyen, Founder & Editorial Lead. Content is periodically reviewed to reflect observable labor market changes.