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Customer Experience Lead

1 week ago

Somerset West, Western Cape, South Africa Peoplefinder Career Placements Full time
About the Role

The OPERATIONS COORDINATOR SENIOR will play a critical role in ensuring the smooth operation of our service delivery team. The successful candidate will be responsible for:

  • Promoting teamwork within the department and cross-functionally, actively resolving issues that arise.
  • Managing subcontractors to ensure business delivery of customer needs and maintaining cost targets with a healthy balance between internal technicians, overtime, and outsourced jobs.
  • Maintaining positive relationships with Asset Management Companies.
  • Responsible for the after-sales services function.
  • Reporting into the Customer Liaison leader.
  • Establishing and leading 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).
  • Administering, finalizing, and approving department costs such as overtime, travel & accommodation, credit card expenses, tools purchases, etc., and ensuring expenses are within Company Policy, SA Labour Law, or Employment Contracts.
  • Keeping track of service tickets and recalls, implementing corrective action as needed.
Requirements

To be successful in this role, you will need to have:

  • A Matric certificate.
  • 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.