Senior Service Coordinator at Royal Power and Energy Limited

Responsibilities

• Improving customer service procedures, policies, internal/external written/verbal communication and quality standards across Service department.
• Manage on a daily basis all Service coordinators and engineers’ activities ensuring all tasks allocated are completed and closed correctly in a timely manner.
• Any tasks not closed or completed at close of each business day must be properly rescheduled and correctly ticketed for urgent fault closure.
• Monitor, coordinate and manage all incoming mails sent to helpdesk mailbox to ensure prompt customer response and resolution of complaint or issues in a timely manner in line with fault severity
• Ensure job schedule for all regions is created minimum one week in advance and is made ready each Friday, prior to the upcoming week.
• Ensure all service related JCC’s are collected and dispatched to Head Office on a weekly basis, ensuring none go missing or remain unsigned, in line with invoice requirements.
• Ensure all equipment covered under SLA agreements have PM’s properly scheduled as per terms of the SLA and JCC are fully collected in line with SLA invoice requirements.
• Follow-up with coordinators and engineers daily, or hourly if required, to ensure that task/installation, especially priority calls are completed on time.
• Ensure accurate use of the Service software by coordinators and engineers whilst escalating to management any continued, ongoing problems.
• Ensure that all service complaints or installations are updated on the software daily.
• Ensure information on job tickets is accurate and up to date, and is closed out in a timely manner.
• Handling customer complaints or any major incidents ensuring any major issues are quickly escalated to implement compatible solutions
• Understand customer needs and provide consistent high levels of service delivery,
• Plan and utilise resources to achieve qualitative and quantitative targets
• Review technical recommendation for ticket resolution
• Ensure prompt dispatch and retrieval of spares, batteries etc.
• Prepare and present weekly and monthly activity report to Management
• Responsible for compliance with ISO system for business process

Requirements

• Interested candidates should an HND, B.Eng, B.Tech, or Master's Degree with 8-13 years experience