Job Purpose
As a Service Coordinator, you will be responsible for overseeing and managing the delivery of services to clients or customers. Your primary objective will be to ensure efficient coordination between various teams, including service providers, technicians, and clients, to guarantee timely and high-quality service delivery. You will serve as clients' main point of contact, addressing their inquiries, scheduling service appointments, and ensuring their satisfaction throughout the service process. You are responsible for providing resources to complete the services as part of your role. This includes booking in or out stock, picking stock, and providing stock to courier services.
Duties & Responsibilities
Key Responsibilities:
- Deal directly with customers either by telephone, electronically, or face-to-face.
- Respond promptly to customer inquiries.
- Handle and resolve customer complaints.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Provide pricing and delivery information.
- Perform customer verifications.
- Set up new customer accounts.
- Process orders, forms, applications, and requests.
- Organise workflow to meet customer timeframes.
- Direct requests and unresolved issues to the designated resource.
- Manage customers' accounts.
- Keep records of customer interactions and transactions.
- Record details of inquiries, comments, and complaints.
- Record details of actions taken.
- Prepare and distribute customer activity reports.
- Manage administration.
- Communicate and coordinate with internal departments.
- Follow up on customer interactions.
- Provide feedback on the efficiency of the customer service process.
- Log all customer service calls.
- Assign calls to technicians.
- Close current machines when machines are upgraded or replaced.
- Amend the whiteboard with data on all installations.
- Book out stock – Opening & closing sales orders. Sales orders must be closed in a maximum of 3 days. All sales orders must have current updated notes if not closed.
- Provide feedback to all clients on the expected stock.
- Prepare quotations for clients.
- Handle all new deals done by the sales team.
- Load clients' details and maintain records.
- Follow up on all closed support calls to ensure the client is pleased with the service received.
- Scan all service and customer-related documentation.
- Assist clients in far areas (E.g., Cape Town) – Logging of calls on behalf of clients at dealers in the far areas.
- File service or client-related documentation appropriately.
- Coordinate teams such as Solar, Voice (IT), and Copiers, but you are not limited to only these services as the company aspires to consistent growth.
- Request quotations from suppliers to assist in providing pricing to the Sales Representatives.
Desired Experience & Qualification
Education and Experience Required:
Education:
- High school Diploma (Grade 12).
- Qualifications and competencies in Word, Excel, and PowerPoint.
- Qualifications in Pastel or Sage (Proof of experience in some accounting program).
- A bachelor's Degree or short course completion would be preferred.
- Bilingual (Afrikaans and English).
Experience:
- Knowledge of customer service principles and practices and some understanding of stores.
- Knowledge of relevant computer applications (Word, Excel, PowerPoint).
- Ability to type efficiently and effectively.
- Knowledge of administrative procedures.
- Numeric, oral, and written language applications.
- Call Centre or Customer service work experience or some form of store administration.
- Company system and procedures training takes place on the job and lasts for three months, depending on the candidate’s learning ability. At the most, we will allow for a 6-month period for training (This is known as the probation period, and the employer may terminate employment during this period for any reason stipulated in the Basic Employment Act).
Package & Remuneration
R20 000pm
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