Key Responsibilities

Client Communication

• Handle all incoming enquiries by phone, WhatsApp, and email promptly and professionally
• Understand the client's request clearly, ask the right questions, and gather all information needed before passing to the field team
• Provide clients with clear updates on job status, timelines, and any changes
• Follow up on pending quotations and convert enquiries into booked jobs
• Manage client expectations throughout the job and escalate issues to management when needed
• Build and maintain strong relationships with existing clients to encourage repeat business and referrals

Operations Coordination

• Schedule field technicians and engineers based on job type, location, urgency, and availability
• Create and manage job records and work orders in the company system
• Track active jobs and confirm completion with the field team before closing
• Coordinate site visit bookings with clients and confirm all details with the technician in advance
• Ensure every technician has the correct job brief, client contact, and access details before attending site

Administration and Documentation

• Prepare basic quotations and service proposals from standard templates
• Follow up on issued quotations and record client decisions
• Maintain organised records of all job files, client correspondence, LPOs, and agreements
• Support the accounts team with invoice coordination and payment follow-up communication
• Keep the company job management platform accurate and up to date at all times
• Manage the company inbox and ensure all messages are responded to or directed without delay

After Hours Support

• Remain reasonably available on the company WhatsApp after standard working hours to handle urgent client matters and coordinate with field staff where necessary
• Acknowledge urgent messages promptly, provide brief guidance to clients, and escalate where a decision is beyond your authority