Senior Service Coordinator

2 weeks ago

Somerset West, Western Cape, South Africa Exceed Recruitment and Human Resource Consultants Full time

Reference: 9293 SJ

Consultant:
Sone Johnson

  • Responsible for the aftersales services function.
  • Reports into the Customer Liaison leader.
  • Establish and lead a highperformance services team measured by performance KPIs.
  • Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
  • Administer, finalise, 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.
  • Promote teamwork within the department and crossfunctionally. 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 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 inhouse system, is processed efficiently and accurately to closing off tickets on time for monthend 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 standby schedule.
  • Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company's health and safety requirements and contractual requirements.

Qualifications:

  • Minimum qualification Grade 1
  • Relevant tertiary qualification will be advantage.
  • Refrigeration knowledge will be advantage. Applicants that work for a competitor will not be considered.
  • Minimum of 5 Years experience in a customerservice environment.
  • Minimum of 3 Years' experience in a supervisory/management role.
  • IT knowledge and capability: Excel, Microsoft Word, Outlook, Power Point. Experience on Sage Evolution an advantage.
  • Willingness to work standby.
  • Excellent English communication capability. African language will be an advantage.
  • Good interpersonal skills.
  • Clear and professional articulation when answering customer calls.
  • Enjoy working in a team environment. Ability to motivate teams and inspire them to go the extra mile.
  • Positive attitude and ability to work against a deadline, solving problems proactively.
  • Able to work under pressure.

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