To act as the first point of contact for ISD clients, provide professional customer support, guide clients through the different stages of their order, and support the Management and Administrative team with daily operations.

Roles and Responsibilities

Answer all incoming calls promptly and professionally.
Log every call and client query accurately in the appropriate system.
Monitor and reply to all incoming WhatsApp, WATI and email queries.
Ensure pending customer queries are followed up and, wherever possible, resolved by end of day.
Guide clients on the next steps of their order, explaining procedures and what they should expect.
Take ownership of queries and escalate unresolved matters to the correct department / person.
Greet and assist clients and visitors at the front desk.
Schedule meetings and appointments for Management and the Administrative team.
Assist the Admin team and Management with general administrative duties as required.
Maintain accurate filing in numerical order and ensure files remain organised and traceable.
Follow all company SOPs and internal procedures.
Assist clients who cannot monitor their PV, inverter or battery system from their mobile application.
Guide clients through downloading, setting up and using monitoring apps for all ISD suppliers / brands.
Assist with reconnecting monitoring systems to the internet/Wi-Fi and getting systems back online where possible.
Escalate genuine technical faults to the appropriate technical team.
Receive and log repairs of household appliances / products, including customer details and reported faults.
Coordinate the weekly technician visit, organise pending repairs, follow up on outstanding jobs and contact clients once repairs are completed.
Maintain a professional, helpful and solution-oriented approach with every client.

Daily Standard

No client query should be left unattended. By the end of each working day, calls and queries should be logged, messages and emails addressed, pending matters followed up, and anything unresolved clearly escalated to the responsible person.

Key Skills

Professional communication.
Customer care.
Organisation.
Multitasking.
Accountability.
Basic technical troubleshooting.
Attention to detail.
Teamwork.
Initiative.
Willingness to learn.

Receptionist & Assistant Customer Care Representative

Job Description