Services Coordinator Somerset West

Helderberg Personnel; Somerset West; On-site; ZAR 320,000 - 450,000; Full time

Job summary

Somerset West-based company seeks a Senior Coordinator with at least five years in customer-service to join their team. The role requires supervisory experience, strong IT and MS Office skills, and the ability to work under pressure while delivering KPIs.

Duties include leading a high-performance services team, managing tickets and recalls, coordinating subcontractors, and maintaining excellent relationships with clients and asset managers. Travel is regional.

Qualifications

• Minimum Grade 12 qualification.
• At least 5 years’ experience in a customer-service environment.
• Minimum 1 year experience in a supervisory/management role.
• Strong computer skills including MS Word, Excel and PowerPoint.
• Sage Evolution experience is advantageous.
• IT knowledge and capability.
• Able to work under pressure and meet deadlines.
• Team player with good communication.

Responsibilities

• Oversee the after-sales services function.
• Lead a high-performance services team measured by KPIs.
• Build and maintain team capability (admin and technician skills).
• Track service tickets and recalls; implement corrective action.
• Promote teamwork within the department and cross-functionally.
• Manage subcontractors to meet service and cost targets.
• Maintain relationships with Asset Management Companies.
• Own and manage one region's ticketing and scheduling.
• Ensure timely processing and month-end close of tickets.
• Prepare and sign off customer quotes as needed.
• Monitor customer feedback and address issues promptly.

Skills

Customer service

Supervisory experience

MS Word

MS Excel

PowerPoint

IT knowledge

Deadline-driven

Team player

Education

Grade 12

Relevant 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.