Customer Service Coordinator

QUALIFICATIONS
Bachelor’s degree/ Diploma in any field

3-4 years’ relevant experience

Strong customer service skills

Problem-solving skills

Sales admin experience

Problem-solving skills with the ability to escalate issues

Must be able to deliver and exceed expectations in a challenging environment.

Mature with ability to supervise a team

Responsibilities

Ensure Effective Project Management for all projects under your coordination
Enforce timely and effective submission of reports

Supervising a team

Processing timelines for customer LPOs to be achieved as follows:

Ensuring same-day service on all call-outs by scheduling the requests within 1 hour of the customer’s call;

Daily feedback and reporting to Customers on status of their requests upon job scheduling, during implementation and upon completion;

Embrace Speed and urgency on all customer requests;

Minimize the number of repeat jobs in a month to 0 in all client deployments;

Enforce Implementation of Preventive maintenance schedules for all SLA clients as per the PM schedule;

Ensure Monthly/Quarterly customer visits (as per SLA agreement) for all SLA Clients;

Immediate Escalation of any challenge that may affect prompt quality service delivery to customers;

Ascertain the availability of all Project Tools and in enough quantities, i.e. PPEs, Ladders, drills, laptops, tone tracers, labeling machines, and civil work tools, etc.;

Ensure representation of the company Brand by the technical team embracing branded apparel (tools, documentation, PPEs, etc.);

Ensure the carrying-out of a weekly customer satisfaction feedback

Generate SLA per month and generate monetary leads

To cross-sell from at least two deployment accounts in a week

Reviving inactive/dormant accounts by cold calling at least 10 customers per week per coordinator

Job Requirements
Required education
: Diploma, Associate's degree

Required relevant work experience
: 3 years

Required languages:
English (Spoken: fluent | Written: fluent)