Services Coordinator

Helderberg Personnel; Somerset West; On-site; ZAR 350,000 - 600,000; Full time

Job summary

Helderberg Personnel in Somerset West seeks a Senior Coordinator with at least five years’ experience to bolster their team. The role emphasizes after-sales services leadership and service-team performance across a national footprint.

Requirements include a minimum Grade 12 and a relevant tertiary qualification is advantageous; 5 years in customer service and 1 year in supervision; strong MS Word/Excel/PowerPoint skills; IT aptitude; ability to work under pressure and meet deadlines.

Qualifications

• Minimum Grade 12 qualification.
• Tertiary qualification will be an 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.

Responsibilities

• 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 are processed efficiently and accurately to close 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.

Skills

Customer service

Supervisory experience

MS Word

MS Excel

MS PowerPoint

IT knowledge

Sage Evolution

Deadline driven

Team player

Work under pressure

Education

Grade 12

Tertiary qualification

Tools

Sage Evolution

Job description

Reference: SW004648-ML2-2

Well established company with a national footprint has a vacancy for a Senior Coordinator with at least five years experience to join their team based in Somerset West.

Duties & Responsibilities

Requirements:

• Minimum Grade 12 qualification
• Relevant tertiary qualification will be an 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 are 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 are processed efficiently and accurately to close 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.