Reference: SW004648-ML2-2
Well established company with a national footprint has a vacancy for a Senior Coordinator with at least five years experience to join their team based in Somerset West.
Duties & Responsibilities
Requirements:
- Minimum Grade 12 qualification
- Relevant tertiary qualification will be an advantage
- At least 5 years’ experience in a customer-service environment
- Minimum of 1 year experience in a supervisory/management role
- Strong computer skills (MS Word, MS Excel, PowerPoint)
- Experience in Sage Evolution will be an advantage
- IT knowledge and capability
- Able to work under pressure
- Deadline-driven and team player
Duties will include but are not limited to the following:
- Responsible for the after-sales services function.
- Reports to the Customer Liaison leader.
- Establish and lead a high-performance services team measured by performance KPIs.
- Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
- Keep track of service tickets and recalls. Implement corrective action as needed.
- Promote teamwork within the department and cross-functionally. Actively resolve issues that come up.
- Manage subcontractors to ensure the business delivers customer needs and maintains cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
- Maintain positive relationships with Asset Management Companies.
- Responsible for national ticketing and service performance of the service team.
- Own and personally manage one region: Ticketing, schedule technician, process paperwork and close out tickets.
- Ensure all tickets on the in-house system are processed efficiently and accurately to close off tickets on time for month-end deadlines.
- Prepare and sign off customer quotes as needed.
- Monitor customer feedback regarding call outs and immediately address poor service feedback. Keep management informed to avoid surprises.
- Manage staff weekend stand-by schedule.
- Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements.
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