Senior Services Coordinator

3 days ago


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

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.
Administration:
  • 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.
Requirements:
  • 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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