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 doHandle 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 hoursCreate and dispatches work orders daily for scheduling of planned maintenance and service where relevantAttend weekly planning sessions; conduct weekly service paperwork reconciliation; performs weekly timesheet data entryComplete Service Agreement work orders as requiredMonitor and follow up on subcontractor pricing; processes and approve invoicing for processing by FinanceAdminister the check in/checkout process of technicians in accordance with company safety policy and advise supervisors of any missing/late techniciansAccurately and promptly enter work order purchase orders and process orderUpdate, populate, maintain and develops customer service records to maximise customer service and satisfactionProcure parts/materials for service work ordersProvides service quotes to customersSchedule 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 visitsMay establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. May assist with customer satisfaction surveysPerforms other duties and responsibilities as requested or requiredWhat we are looking forThree years experience in managing and coordinating service, preferably in the security or other technical environmentProven experience of monitoring and managing multiple projects simultaneouslyAble to manage reporting requirements and communicate to senior stakeholdersAble to work under pressure, deal with deadlines calmly and efficientlyBasic financial knowledge and skills—ability to understand basic financials such as accounts receivable/payable, purchase orders, work orders, etc.Excellent attention to detailStrong verbal, written and interpersonal communication skillsStrong flexibility to adapt to changing priorities and direction in a dynamic work environmentShows initiative – regularly engages in proactive behaviour and looks for opportunitiesStrong ability to facilitate a collaborative working environment for customers and team membersExcellent Microsoft Outlook, Excel, and Word skillsNB: The successful candidate will be required to pass our own and client security screening procedures.
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