Senior Services Coordinator Somerset West - Peoplefinder Career Placements

    Peoplefinder Career Placements
    Peoplefinder Career Placements Somerset West

    21 hours ago

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    Description

    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, is processed efficiently and accurately to closing 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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