Duties & Responsibilities Role Purpose:
The Service Coordinator is responsible for leading the Cape Town service team while actively performing technical duties as both a field and internal appliance technician.
This hybrid role ensures the timely and professional repair of appliances, enhances customer satisfaction, and drives service excellence through effective team coordination, operational oversight, and continuous improvement of service processes.
Key Responsibilities:
Service Operations & Customer Management
Ensure high levels of customer satisfaction by resolving escalations effectively and ensuring accurate repair of products Assist walk-in customers with service and spares-related queries Monitor open tickets daily and ensure timely resolution of all service calls Follow up with customers to confirm satisfaction and closure of service requests Manage and maintain ticket status reports, ensuring accuracy and accountability Ensure adherence to service KPIs, including turnaround times and ticket closure requirements
Technical & Field Support
Perform technical duties as both a field and in-house technician Provide expert repair services and technical advice to customers Support service agents with technical guidance and issue resolution Maintain up-to-date technical and product knowledge
Spare Parts & Inventory Management
Invoice spare parts and manage fast-moving spare parts stock Liaise with the spares team to resolve outstanding parts-related service calls Manage appliance exchange stock for walk-in customers Process product exchanges, trade-ins, and returns efficiently Verify loan and consignment accounts on a monthly basis
Administration & Reporting
Ensure accurate and timely completion of all service-related administration Manage service documentation from logging through to job completion Generate and analyse service reports to track performance and identify trends Execute IBTs, exchanges, and returns timeously
Team Support & Continuous Improvement
Support and assist team members where required Identify and implement improvements to enhance service efficiency and customer experience Contribute to a collaborative, high-performance team environment Promote a culture of accountability, responsiveness, and service excellence
Desired Experience & Qualification Role Requirements:
Qualifications
Matric / Grade 12 (NQF Level 4)
Experience
Minimum 3 years’ experience in a similar service coordination or technical role Experience working with SAP or similar systems
Skills & Competencies
Strong technical and problem-solving ability Effective time management and organisational skills Strong customer service orientation Excellent communication and interpersonal skills Ability to work under pressure and meet deadlines Financial awareness and attention to detail Proficiency in Microsoft Office (Excel, Word, Outlook)
Key Attributes
Customer-focused and solutions-driven Resilient and adaptable in a fast-paced environment Strong sense of accountability and ownership Positive attitude and team-oriented approach Ability to escalate issues appropriately and support broader team objectives
Should you not receive a response within 10 working days, please consider your application unsuccessful. For more information, please contact: 012 346 1950
Package & Remuneration R15 000 p/m
Sourced from external listing
MH Solutions
Sourced from PNet