Order Administrator (Concierge)

We're looking for an Order Administrator who is responsible for managing customer orders, ensuring accurate and timely billing, and maintaining seamless communication between clients, drivers, and internal teams. This role is essential in delivering a high-quality customer experience by ensuring that all transactions are processed efficiently and accurately, and all billing activities comply with company policies and standards.

Key Roles & Responsibilities

1. Order Processing & Management

·      Receive and review ride requests from customers via various channels (online, app, phone, email).

·      Verify booking details, including pickup/drop-off locations, timings, and special requirements.

·      Update and maintain accurate order records in the company's CRM or booking system.

2. Billing & Invoicing

·      Generate accurate invoices based on completed trips, including any additional charges (wait time, tolls, special requests).

·      Ensure all billing data is correctly entered into the financial system.

·      Process payments, refunds, and adjustments as necessary.

·      Follow up on overdue payments and liaise with customers on billing inquiries.

·      Maintain detailed records of all billing transactions for audit purposes.

3. Customer & Driver Support

·      Address customer inquiries related to bookings, billing, and trip details promptly and professionally.

·      Coordinate with drivers regarding trip changes, cancellations, or billing issues.

·      Resolve discrepancies or disputes related to billing and orders efficiently.

4. Compliance & Documentation

·      Ensure all transactions comply with company policies and legal requirements.

·      Prepare and maintain reports on daily orders, revenue, outstanding invoices, and billing discrepancies.

·      Assist in audits and financial reconciliation processes.

5. Continuous Improvement

·      Identify opportunities to streamline order processing and billing workflows.

·      Provide feedback for system improvements to enhance efficiency and accuracy.

·      Collaborate with the IT team for system updates or troubleshooting.

What A Day to Day Looks Like

1.    Morning Review & Preparations

o   Check and prioritise scheduled transport orders received overnight.

o   Review pending orders and confirm driver availability.

o   Update the daily schedule and allocate resources accordingly.

2.    Order Management

o   Process new ride requests and bookings received via phone, email, or online platform.

o   Verify customer details, pick-up/drop-off locations, and special instructions.

o   Confirm bookings with customers and drivers.

o   Make adjustments or cancellations as needed, ensuring proper documentation.

3.    Billing & Invoicing

o   Generate and send invoices to customers based on completed trips.

o   Ensure billing accuracy, including fare calculations, discounts, and promotions.

o   Follow up on overdue payments and coordinate with the finance team for collections.

4.    Record Keeping & Data Management

o   Update and maintain accurate records of all orders, billing transactions, and customer details.

o   Reconcile daily transactions with financial records.

o   Prepare reports on daily bookings, revenue, and outstanding payments.

5.    Customer Service & Support

o   Address customer inquiries or complaints related to orders, billing, or service quality.

o   Provide prompt and professional assistance via phone, email, or chat.

6.    End-of-Day Reporting & Administration

o   Summarize daily activities and prepare reports for management review.

o   Ensure all data entries are complete and accurate.

What Makes You A Perfect Fit

1. Core Competencies:

·      Strong organisational and administrative skills to manage order processing and billing operations efficiently.

·      Attention to detail to ensure accuracy in data entry, invoicing, and transaction records.

·      Customer service orientation to handle inquiries and resolve issues professionally.

2. Technical Skills:

·      Proficiency in using CRM, billing, and dispatch software platforms.

·      Basic knowledge of MS Office suite (Excel, Word, Outlook) for reporting and correspondence.

·      Familiarity with payment processing systems and invoicing tools.

3. Knowledge Areas:

·      Understanding of transportation services, fare structures, and billing policies.

·      Awareness of data privacy and confidentiality standards related to customer information.

·      Knowledge of basic accounting principles related to billing and receivables.

4. Communication Skills:

·      Excellent verbal and written communication skills for liaising with customers, drivers, and internal teams.

·      Ability to draft clear and professional correspondence and reports.

5. Problem-Solving Abilities:

·      Ability to troubleshoot billing discrepancies and coordinate corrective actions.

·      Skilled in handling customer complaints and escalations with tact and professionalism.

6. Multitasking & Time Management:

·      Capable of managing multiple orders and billing cycles simultaneously.

·      Prioritisation skills to meet deadlines and maintain workflow efficiency.

7. Adaptability & Learning:

·      Willingness to adapt to new systems, processes, and updates in policies.

·      Continuous learning mindset to stay updated on industry standards and company procedures

8. Teamwork & Collaboration:

·      Ability to work collaboratively within a team and across departments.

·      Open to feedback and continuous improvement.

Send your resume that showcases your unique spark to us today. If your journey aligns with ours, we'll get in touch soon!