Purpose of Job:

As a Customer Care & Office Administrator at Panta, you will hold a dynamic role that combines customer service excellence with essential administrative and operational responsibilities. You will serve as a primary point of contact for customers, ensuring that their needs are understood and met with professionalism, efficiency, and a high standard of care. You will also support the smooth day-to-day running of office operations, working closely with technicians, clients, and internal teams. 

Key Responsibilities 

• Engage with customers to understand their needs, respond to inquiries, and maintain a high level of customer satisfaction through clear and consistent communication, including feedback, service updates, and issue resolution.  
• Handle and resolve customer complaints by analyzing issues, implementing effective solutions, and following up service delivery to ensure customers are receiving optimal value from the products and services provided.  
• Monitor and maintain the inventory of spare parts, ensuring that all technicians and site personnel are equipped with the necessary tools and parts. 
• Coordinate with technicians and site personnel to ensure efficient scheduling and execution of service.   
• Oversee preventive maintenance schedules, logbooks, and reports, ensuring accuracy and timely updates.   
• Manage preventive maintenance contracts, including labor monitoring, renewals, and new contract onboarding.   
• Process and follow up on timesheets, job sheets, and time and attendance records, ensuring all labour, attendance, and material information is accurate and submitted on time. 
• Handle administrative queries related to job sheets, invoices, requisitions, and service records.   
• Prepare, issue, and follow up on quotations, liaising with both technical teams and clients.   
• Support payment processing, credit control, and follow-ups on outstanding balances.   
• Issue invoices, receipts, and maintain proper financial and service documentation.   
• Manage petty cash and assist with general office administrative duties.   
• Maintain accurate records of customer interactions, service operations, and administrative activities.   
• Prepare preventive maintenance and operational reports as required.   
• Conduct customer satisfaction surveys and identify areas for service improvement.   
• Participate in training programs and workshops to enhance skills and stay updated with industry developments.   
• Assist with additional operational tasks such as shipping coordination related to quotations when required.   
• Perform any other duties related to customer care and office administration as reasonably requested by management. 
• Follow company policies, procedures, and legal requirements. 
• Comply with all workplace health and safety rules, use personal protective equipment as required, and report any hazards or unsafe conditions immediately.

Qualifications, skills and experience 

• 1–3 years in customer service, office administration, or similar role.  
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and E-work software. 
• Experience with customer service management tools or CRM software. 
• Knowledge of inventory management and preventive maintenance tracking.
• Ability to handle basic financial and administrative tasks, including managing invoices, receipts, petty cash, job-related entries, and payment follow-ups. 
• Strong verbal and written communication skills. 
• Excellent problem-solving and analytical abilities.
• Customer-oriented and empathetic approach. 
• Strong organizational and time management skills.
• Teamwork and collaboration with technicians, clients, and internal teams 

This job description outlines the core responsibilities and expectations associated with the Customer Care & Office Administrator role. These may evolve to align with company objectives and operational needs. Flexibility to adapt to additional tasks is expected in support of the organization’s continued success.