Service Controller

Daisy Business Solutions; Gqeberha; On-site; ZAR 130,000 - 180,000; Full time

Job summary

Daisy Business Solutions based in Gqeberha is seeking a Service Desk Coordinator to oversee incoming service requests and manage technician assignments. Responsibilities include maintaining high service levels, ensuring timely call responses, and coordinating with team members.

The ideal candidate will possess strong communication skills, a focus on customer satisfaction, and experience with Microsoft Office products. This role is essential to maintain service quality and effective communication within the team.

Qualifications

• Experience in managing incoming calls and logging service requests.
• Ability to prioritize calls based on urgency.
• Strong understanding of customer service satisfaction methods.

Responsibilities

• Manage service desk calls and prioritize accordingly.
• Communicate with technicians regarding call details.
• Analyze and respond to daily technical call reports.

Skills

Good communication skills

Telephone and email communication skills

Ability to work under pressure

Time management

Punctuality

Professional demeanor

Experience with Microsoft Office

Job description

• Have good communication skills.
• Have good telephone and email communication skills.
• Work well under pressure.
• Have good time keeping skills.
• Have good punctuality.
• Remain calm and professional when dealing with customers.
• Manage incoming calls on service desk and log calls on BPO.
• Identify correct fault diagnosis and action service calls according to urgency.
• Assist team members to ensure professional service level achievement.
• Log service calls and Identify call priority for calls logged and prioritize call attendance accordingly.
• Ensure calls are handled professionally and timeously.
• Communicate and update customers regarding calls and call status.
• Ensuring customer satisfaction and communication is met during the entire call handling process.
• Ensure Service Level Agreement calls are attended to timeously and met.
• Control an assigned team of technicians and assign calls to the team.
• Communicate with technicians regarding calls, call priority and urgency of calls.
• Monitor technicians’ activity and ensure calls are attended to timeously and assigned accordingly.
• Updating technicians calls with notes on the call progress or any requirements for the call.
• Communicate and process calls logged with Dealer branches and update calls.
• Ensure any parts required are procured and ordered from the warehouse and notes are made on the call.
• Prepare quotations for customers.
• Updating and monitoring of calls daily.
• Monitor and manage daily call reports and action accordingly.
• Have experience and understanding of Microsoft Office products. Microsoft Word, Excel and Outlook.
• Analyze daily technical call reports, respond to queries and address concerns or issues needing escalation.
• Perform any other duties as assigned from time to time