Senior Services Coordinator
3 days ago
We are looking for a seasoned Service Delivery Expert to join our team in Somerset West. As a key member of our operations team, you will be responsible for ensuring that our customers receive exceptional service and support.
Key Responsibilities:- Promote teamwork within the department and cross-functionally, actively resolving issues as they arise.
- Manage subcontractors to ensure customer needs are met, while maintaining cost targets and a healthy balance between internal Technicians, overtime, and outsourced jobs.
- Maintain positive relationships with Asset Management Companies, ensuring seamless communication and cooperation.
- Oversee the after-sales services function, ensuring timely resolution of customer queries and concerns.
- Report directly to the Customer Liaison leader, providing regular updates on team performance and progress.
- Establish and lead a high-performance services team, measured by performance KPIs and benchmarked against industry standards.
- Responsible for building and maintaining team capability, both in terms of administrative staff and technician skills on administrative work.
- Administer, finalize, and approve department costs, such as overtime, travel & accommodation, credit card expenses, tools purchases, etc., ensuring all expenses are within Company Policy, SA Labour Law, or Employment Contracts.
- Keep track of service tickets and recalls, implementing corrective action as needed to maintain high-quality service delivery.
- Monitor customer feedback regarding call-outs, immediately addressing poor service feedback and keeping management informed to prevent surprises.
- Manage staff weekend stand-by schedules, ensuring adequate coverage and minimizing downtime.
- Manage, administer, and approve subcontractor documentation, ensuring compliance with company health and safety requirements and contractual obligations.
- Responsible for national ticketing and service performance of the service team, driving efficiency and quality through data analysis and process improvements.
- Own and personally manage one region, including ticketing, scheduling technicians, processing paperwork, and closing out tickets.
- Ensure all tickets on the in-house system are processed efficiently and accurately, meeting month-end deadlines for closure.
- Prepare and sign off customer quotes as needed, providing clear and transparent pricing and terms.
- Matric certificate
- Relevant tertiary qualification an advantage
- At least 5 years' experience in customer-service environment
- At least 3 years' experience in supervisory/management role
- Refrigeration knowledge beneficial
- Computer literate (Word, Excel, PowerPoint, Outlook)
- Knowledge of Sage Evolution advantageous
- Willingness to work standby
- Excellent interpersonal skills
- Clear and professional articulation when answering customer calls
- Able to work in a team
- Positive attitude
- Excellent time-management and problem-solving skills
- Able to work under pressure
- Excellent written and verbal communication skills (English)
- Valid driver's license
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