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Services Coordinator Somerset West

Services Coordinator Somerset West

Helderberg PersonnelSomerset West, Western Cape, South Africa
30+ days ago
Job description

Reference : SW -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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    Service Coordinator • Somerset West, Western Cape, South Africa