Sales And Technical Co-Ordinator - Ladysmith at Fidelity Services Group

Key Performance areas

Booking Service Calls

• Answering all incoming telephone calls in an efficient and professional manner
• Arrange service requests in accordance with ADT policy and clients needs
• Ensure that all information given by the client corresponds with the information on the Technical system.

Co-ordinate Technicians

• Print and distribute Technicians with work schedules daily
• Call clients to let them know that the Technician is on his way
• Record the Technicians daily whereabouts and take corrective measures should the technician's work schedule need to be amended  (taking  times
• Booking emergency calls for standby Technician to do after hours and ensure that the Technician and the control room are aware of the calls by means of a standby sheet and cc the standby Manager.
• Assisting Clients on an ongoing basis.
• Forward all client requests and relevant information to dealers, franchises, ADT Branches and Sub-contractors and other  departments
• Rebook  to  be done and  up to date daily
• Outstanding  invoices to  be  collected  daily
• Email  to supervisor and manager  of  all calls  still to  be done  before leaving at COB

Invoicing

• To collect all completed job cards/invoices after managers have signed them off
• Capture all relevant invoicing details onto the technical system
• Prepare to invoice documentation and despatch to admin and finance timeously

Client Liaison

• Assist with any problems or complaints
• Give full feedback to clients where necessary
• Courtesy SMS’s daily
• Reminder SMS’s daily

General

• Have knowledge about all facets pertaining to your position
• Attend all required meetings and training sessions
• Keep your workstation/office neat and tidy at all times
• Not abuse company telephone for private calls
• Filling, faxing, ordering of stationery and all other office duties
• Adhere to shift roster and office hours
• Emails to be processed  daily (up to date by COB)
• Assisting with other ad-hoc tasks, analysis and projects as and when required by Management

Standing Operating Procedures

• Ensure that the disciplinary code is adhered to at all times
• Standing Operating Procedures must be upheld
• Meeting and keeping on agreed-upon targets
• Meeting and keeping on agreed-upon targets – performance
• High standard of service must be upheld
• Ensure SOX compliance at all times
• Ensure that the Big 5 principles are upheld at all times