Senior Services Coordinator

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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