Senior Service Coordinator
Our client requires the services of a Senior Service Coordinator to guarantee a high-quality customer service experience and an efficient system for service and maintenance.
Duties & Responsibilities
Key performance areas:
- Promote teamwork within the department and cross-functionally. Actively resolve issues that come up.
- Manage subcontractors to ensure the business delivers customer needs and maintain cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
- Maintain positive relationships with Asset Management Companies.
- Responsible for the after-sales services function.
- Reports into 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).
- Administer, finalize, and approve department costs such as overtime, travel & accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or Employment Contracts.
- Keep track of service tickets and recalls. Implement corrective action as needed.
Administration
- 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.
- 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.
Desired Experience & Qualification
The successful candidate must have:
- Matric
- Relevant tertiary qualification will be an advantage.
- At least 5 years relevant experience in the customer-service environment.
- At least 3 years relevant experience in a supervisory/management role.
- Refrigeration knowledge will be advantageous.
- Computer literate – (Word, Excel, PowerPoint and Outlook)
- Knowledge of Sage Evolution will be advantageous.
- Must be willing to work standby.
- Must have good interpersonal skills.
- Must have clear and professional articulation when answering customer calls.
- Must be able to work in a team.
- Must have a positive attitude.
- Must have excellent time-management and problem-solving skills.
- Must be able to work under pressure.
- Excellent written and verbal communication skills (English).
- Must have a valid driver’s license.
Please note that only shortlisted candidates will be contacted.
Package & Remuneration
To be discussed during the interview stage.
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