About the role
Work in an embedded role with one of our largest global clients coordinating their service needs across Africa and the Middle East. You will respond to incoming client service calls, handling these calls in a professional, efficient, effective and timely manner ensuring client SLAs are met. This role provides co-ordination of service with technicians, sub-contractors within the regional location.
What you will do
- Handle all incoming client calls including service dispatching, tracking and scheduling of calls, call status tracking and call changes, entering new sites, collections, modifying existing sites and handling all general enquiries. May handle calls after hours
- Create and dispatches work orders daily for scheduling of planned maintenance and service where relevant
- Attend weekly planning sessions; conduct weekly service paperwork reconciliation; performs weekly timesheet data entry
- Complete Service Agreement work orders as required
- Monitor and follow up on subcontractor pricing; processes and approve invoicing for processing by Finance
- Administer the check in/checkout process of technicians in accordance with company safety policy and advise supervisors of any missing/late technicians
- Accurately and promptly enter work order purchase orders and process order
- Update, populate, maintain and develops customer service records to maximise customer service and satisfaction
- Procure parts/materials for service work orders
- Provides service quotes to customers
- Schedule and follows up on all monthly maintenance customer account – this includes ensuring timely communication with contract customers, key customers and sub-contractors. Meet monthly to discuss expiring contracts and to review upcoming PM visits
- May establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. May assist with customer satisfaction surveys
- Performs other duties and responsibilities as requested or required
What we are looking for
- Relevant experience in managing and coordinating service, preferably in the security or other technical environment
- Proven experience of monitoring and managing multiple projects simultaneously
- Able to manage reporting requirements and communicate to senior stakeholders
- Able to work under pressure, deal with deadlines calmly and efficiently
- Basic financial knowledge and skills—ability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc.
- Excellent attention to detail
- Strong verbal, written and interpersonal communication skills
- Strong flexibility to adapt to changing priorities and direction in a dynamic work environment
- Shows initiative – regularly engages in proactive behaviour and looks for opportunities
- Strong ability to facilitate a collaborative working environment for customers and team members
- Excellent Microsoft Outlook, Excel, and Word skills
NB: The successful candidate will be required to pass our own and client security screening procedures.
Due to the high volume of applications, feedback will only be given to those who successfully reach the interview stage. Should you not receive a response within 2 weeks of submitting your application, you may assume that your application has been unsuccessful.
