Senior Service Coordinator
Exceed Human Resource Consultants
- Somerset West, Cape Town
- Permanent
- Full-time
- 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).
- Administer, finalise, and approve department costs such as overtime, travel & accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or
- Employment Contracts.
- 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 maintain 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.
- Minimum qualification Grade 12.
- Relevant tertiary qualification will be advantage.
- Refrigeration knowledge will be advantage. Applicants that work for a competitor will not be considered.
- Minimum of 5 Years experience in a customer-service environment.
- Minimum of 3 Years' experience in a supervisory/management role.
- IT knowledge and capability: Excel, Microsoft Word, Outlook, Power Point. Experience on Sage Evolution an advantage.
- Willingness to work standby.
- Excellent English communication capability. African language will be an advantage.
- Good interpersonal skills.
- Clear and professional articulation when answering customer calls.
- Enjoy working in a team environment. Ability to motivate teams and inspire them to go the extra mile.
- Positive attitude and ability to work against a deadline, solving problems pro-actively.
- Able to work under pressure.
- Email your comprehensive CV to
- We reserve the right to only conduct interviews with candidates of choice.
- Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.
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