Customer Service Administrator

Permanent Customer Service Administrator required for Lisburn.

Role Overview

My client is seeking a reliable, organised, and customer-focused Customer Service Administrator to join their team. The successful candidate will act as a key point of contact for clients, managing daily enquiries, maintaining accurate transport records, and ensuring our commitment to exceptional service delivery is met consistently.

Duties Include:

• Customer Enquiries & Query Management: Take full ownership of all daily customer service queries received via telephone and email. Ensure all contacts are logged, tracked, and followed through to resolution.
• Escalations: Identify and escalate complex or unresolved issues to the Customer Service Manager in a timely manner.
• Proactive Communication: Maintain clear and regular communication with both customers and internal operational teams regarding updates, delays, or issues, following them through to resolution.
• Complaints Handling: Receive, log, and manage customer complaints, ensuring thorough investigations are conducted and issues are resolved promptly.
• Documentation & Accuracy: Review manifests for accuracy and completeness; investigate and resolve any discrepancies or errors internally.
• Reporting: Prepare and produce accurate scheduled daily and weekly reports for clients.
• Continuous Improvement: Participate in customer projects and support the implementation of operational enhancements.
• Ad-Hoc Administration: Perform additional administrative duties as required to support smooth client communication and operational workflows.

Essential Criteria:

• Proven track record in a busy administrative role, ideally within a customer service environment.
• IT Literacy: Strong IT skills, including proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Excellent eye for detail, particularly when reviewing manifests, reports, and transport documentation.
• Ability to communicate professionally, clearly, and tactfully with diverse stakeholders and clients.
• Organisational Skills: Excellent time-management capabilities with the ability to prioritize competing workloads in a fast-paced setting.
• A customer-first mindset with an empathetic, helpful approach.
• A positive "can-do" attitude and a flexible approach to daily tasks.
• Strong work ethic, reliability, and commitment to high-quality output.

Desirable Criteria:

• Knowledge of, or a keen interest in, the transport and logistics industry.

Benefits & Terms

• Pension: Matched employee and employer pension contribution scheme.
• Insurance: Life assurance and death-in-service benefit cover.
• Career Growth: Dedicated training and professional development opportunities.
• Additional Annual Leave (Service Based)

Salary: £28,000 - £32,000 per year (DOE)

Hours of Work: Monday Friday, 9.00am 6.00pm (1-hour lunch break)

Skills:
Customer Service Administrator

WHJS1_NI

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