1776 - Service Controller

2 days ago

Witbank, South Africa Ctrack Full time

**_We are hiring a Service Controller:_**:
**_Are you a problem solver with a passion for customer service?_**:
**_Join our dynamic team and make a difference in the world of telematics._**:
**_About the Service Controller position_**:
The main purpose of this position is to ensure effective and efficient scheduling timeously of New, Installations, Repairs, and Re/De-installations by Technicians.

**Service Controller responsibilities are**:

- Receive new requests for installations from the New Business and Contracts Department
- Efficiently schedule all customer requests to ensure that Technicians' time and knowledge is optimally used.
- Consistently monitor the progress of all calls logged and scheduled.
- Ensure all jobs are allocated to the technicians.
- Actively liaise with the control room to test customer vehicles when required.
- Ensure the use of all internal systems to allocate work to technicians.
- Ensure all necessary and required information is captured and updated on the system.
- Attend to and proactively manage all customer requests and ensure query resolution.
- Ensure all information is accurately and timeously logged.
- Check warrantied and follow up to ensure accurate invoicing.
- Ensure all queries are escalated to the correct channels.
- Responsible for stock control.

**Qualifications and experience**:

- Minimum Matric or equivalent.
- 2-3 years of relevant work experience, preferably within a call center/customer service environment.
- Proficiency in Microsoft Outlook, Word and Excel.
- Fluent in English, preferably bilingual in Afrikaans.
- Must be computer literate.
- Good customer relationship management (CRM) systems knowledge.
- Flexibility to work in shifts.

**Skills required**:

- Good written and verbal communication skills.
- Excellent problem-solving skills.
- Good decision making.
- Exceptional customer service and interpersonal skills.
- Strong attention to detail and accuracy.
- Ability to handle difficult customer situations with empathy and professionalism.
- Ability to multi-task, prioritize, and manage time effectively.

**Closing Date: 08 January 2025 at 16:00

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