Services Coordinator - Somerset West at Helderberg Personnel

Requirements:

• Minimum Grade 12 qualification
• Relevant tertiary qualification will be advantage      
• At least 5 years’ experience in a customer-service environment
• Minimum of 1 year experience in a supervisory/management role
• Strong computer skills (MS Word, MS Excel, PowerPoint)
• Experience in Sage Evolution will be an advantage
• IT knowledge and capability
• Able to work under pressure
• Deadline-driven and team player

Duties will include but not limited to the following:

• Responsible for the after-sales services function.
• Reports to the Customer Liaison leader.
• Establish and lead a high-performance services team measured by performance KPIs.
• Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
• Keep track of service tickets and recalls. Implement corrective action as needed.
• Promote teamwork within the department and cross-functionally. Actively resolve issues that come up.
• Manage subcontractors to ensure the business delivers customer needs and maintains cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
• Maintain positive relationships with Asset Management Companies
• Responsible for national ticketing and service performance of the service team.
• Own and personally manage one region: Ticketing, schedule technician, process paperwork and close out tickets.
• Ensure all tickets on the in-house system, is processed efficiently and accurately to closing off tickets on time for month-end deadlines.
• Prepare and sign off customer quotes as needed.
• Monitor customer feedback regarding call outs and immediately address poor service feedback. Keep management informed to avoid surprises.
• Manage staff weekend stand-by schedule.
• Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements