Job Description

Summary: The After-Sales Coordinator is responsible for managing all technical service requests escalated from Frontline Customer Care.
The role combines technical troubleshooting, administrative accuracy, and customer communication. Acting as the main link between customers and the Technical Team, the Coordinator ensures that tickets are properly logged, assessed, quoted, and completed efficiently.
This person must be computer savvy, comfortable with reporting, analysis, and workflow management. They should also possess strong coordination skills and a logical, technically minded approach to problem-solving.
While experience with catering and refrigeration equipment is beneficial, it is not mandatory - provided the candidate demonstrates high adaptability and a strong willingness to learn product details.
Reports to: Customer Care Manager
Location: Stikland, Cape Town
Schedule: Monday - Thursday 08:00-16:30 & Friday, 08:00 - 16:00.
Salary: Market related and commensurate with experience
Responsibilities:
Ticket Handling & Administration

• Receive and process all technical after-sales tickets from Respond.io, email, or
• walk-ins.
• Verify ticket details: customer info, equipment type/SKU, serial number, warranty
• status, and urgency.
• Classify tickets as warranty, non-warranty, or urgent call-outs.
• Ensure all information is complete before escalation or resolution.
• Update ticket progress daily and close once jobs are completed.

Technical Coordination

• Perform remote troubleshooting by sending guides, videos, or step-by-step instructions.
• Coordinate on-site repairs with technicians based on their expertise, workload, and proximity.
• Allocate spare parts and ensure availability before dispatch.
• Track technician progress and capture feedback for job completion and invoicing.
• Escalate complex cases to the Technical Team with full documentation and communication trail.

Quoting & Invoicing

• Generate professional quotes.
• Issue invoices and ensure payments are received before scheduling repairs.
• Log all cost details (labour, transport, parts, etc.) per ticket.
• Handle warranty jobs by documenting parts/labour used without payment requests.
• Prepare job-completion invoices and send to customers
• Track outstanding quotes, invoices, and payments to ensure prompt follow-up.

Spare Parts & Stock Management

• Manage defective or returned parts logs.

Reporting & Analysis

• Compile weekly and monthly reports including:
• Number of new tickets, open jobs, and resolutions.
• Warranty vs non-warranty breakdowns.
• Quote-to-job conversion rates.
• Parts and cost usage trends.
• Technician efficiency and customer turnaround time.
• Use Excel for reporting and KPI tracking.

Customer Communication

• Maintain consistent communication throughout job lifecycles.
• Send updates on quotes, scheduling, progress, and completion.
• Handle follow-ups for satisfaction and resolve escalated customer concerns promptly.
• Weekend Call-Out Rotation
• Monitor and manage urgent call-outs during weekend duty.
• Confirm upfront payments for non-warranty emergencies.
• Coordinate technician call-outs and part allocations.
• Document all weekend activities for Monday handover review.

Category: Skills & Requirements
Technical Aptitude: Logical and hands-on mindset with the ability to understand how catering and refrigeration equipment functions (training provided).
Computer Literacy : Strong proficiency in Excel, CRM or ERP systems (Cin7 Core preferred), Microsoft 365, and ticketing tools.
Communication: Clear and professional communication with customers, technicians, and management.
Analytical Thinking: Ability to assess problems, identify patterns, and determine root causes through reporting and observation.
Organizational Ability: Capable of managing multiple tasks simultaneously while maintaining accurate and detailed records.
Customer Orientation: Professional and empathetic approach, emphasizing clear communication, reliability, and customer satisfaction.
Team Collaboration: Works closely with Technical and Frontline teams to ensure smooth ticket flow.
Requirements
Minimum Requirements

• Matric (Grade 12) required; Technical qualification advantageous.
• 2-4 years experience in a coordination, customer service, or technical support role.
• Strong Excel and administrative reporting experience.
• Familiarity with quoting, invoicing, and service tracking processes.
• Experience in catering or refrigeration equipment beneficial but not mandatory.
• Must be able to work occasional weekends and after-hours call-outs.
• Valid driver's license preferred.

Performance Indicators

• Ticket closure rate and turnaround time.
• Accuracy of quotes, invoices, and documentation.
• Customer satisfaction feedback and complaint resolution time.
• Technician coordination efficiency and communication quality.
• Data reporting accuracy and completeness.

Career Development
This position serves as a foundation for future advancement into After-Sales Management, or Customer Experience Leadership roles. Training on equipment, ticket systems, and reporting tools will be provided.

Skills Required