Customer Service Operations Director

6 days ago


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

This exciting opportunity requires a seasoned Senior Services Coordinator to oversee service delivery operations. The successful candidate will be responsible for managing a team to achieve high-performance standards, ensuring seamless customer experiences, and meeting business objectives.

Key Responsibilities
  • Lead a team to promote collaboration and effective issue resolution.
  • Collaborate with subcontractors to meet customer expectations and control costs.
  • Maintain robust relationships with Asset Management Companies.
  • Head up after-sales services initiatives.
  • Directly reports to the Customer Liaison leader.
  • Foster a high-performance services team culture measured by performance metrics.
  • Accountable for developing and enhancing team capabilities (admin staff and technicians).
  • Certify, verify, and approve department expenditures such as overtime, travel & accommodations, credit card transactions, tool purchases, etc., ensuring compliance with Company Policy, SA Labor Law, or employment contracts.
  • Track service requests and recalls, initiating corrective actions when necessary.
Operational Tasks
  • Continuously monitor customer feedback from call-outs, swiftly addressing subpar service experiences, and inform management to prevent surprises.
  • Coordinate the staff's weekend standby schedule.
  • Process, review, and approve subcontractor documents, guaranteeing they adhere to the firm's health and safety rules and contractual commitments.
  • Leadership responsibilities for nationwide ticketing and service quality within the service team.
  • Personal responsibility for managing one territory: ticket management, scheduling technicians, handling paperwork, and closing tickets.
  • Efficient processing and accurate closure of in-house tickets before month-end deadlines.
  • Issuance and approval of client quotations as needed.


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