Job Description

Service Coordinator

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Our client are seeking a dedicated and customer-oriented Full-time Service Coordinator to join their upbeat team. As a Service Coordinator, you will play a crucial role in ensuring seamless communication between our customers and service technicians, while maintaining high levels of customer satisfaction. This position requires excellent organisational skills, attention to detail, and the ability to multitask in a fast-paced environment.

Key Responsibilities

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Serve as the first point of contact for customer service inquiries via phone, email, or in person Schedule service appointments and coordinate with service technicians to ensure timely completion Create and manage tickets for new service appointments Maintain accurate and up-to-date customer records in our database Follow up with customers to ensure their satisfaction with completed services Manage and prioritise incoming service requests Collaborate with other departments to resolve complex customer issues Generate reports on service activities and customer feedback Identify opportunities for process improvement and efficiency Assist in training new team members on service coordination procedures

Detailed Role Description

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As a Full-time Service Coordinator, you will be the linchpin between our customers and our service technicians. Your primary focus will be on ensuring that customer needs are met promptly and efficiently, while maintaining a high standard of service quality.

Customer Interaction

You will be the first point of contact for all customer service inquiries. This involves answering phone calls, responding to emails, and greeting customers who visit our office in person. Your role is to listen attentively to customer concerns, ask relevant questions to gather all necessary information, and provide clear and helpful responses. You should be able to handle a variety of inquiries, from simple questions about our services to more complex issues requiring troubleshooting or escalation.

Appointment Scheduling and Coordination

A key aspect of your role will be scheduling service appointments. This requires careful management of our service technicians' schedules to ensure optimal use of their time while meeting customer needs. You will need to consider factors such as the urgency of the service request, the location of the customer, and the specific skills required for each job. Additionally, you will be responsible for coordinating with service technicians throughout the day, providing them with updated information about appointments and any special customer requirements.

Ticket Creation and Management

For each new service appointment, you will be responsible for creating a detailed ticket in our system. This involves accurately recording all relevant information, including the customer's contact details, the nature of the service request, any specific instructions or requirements, and the scheduled appointment time. You will need to ensure that all tickets are properly categorized and prioritised to facilitate efficient service delivery.

Customer Record Maintenance

Maintaining accurate and up-to-date customer records is crucial for providing excellent service. You will be responsible for entering new customer information into our database, updating existing records, and ensuring that all customer interactions are properly documented.

Hours of Work:

Monday to Friday 8am-5.00pm

For more information please contact the team at Recra