Job Description

Requirements:

• Relevant tertiary qualification will be advantage.
• Refrigeration / Technical knowledge will be an advantage.
• Minimum of 3 Years experience in a supervisory/management role within a customer service role
• Computer literate (Excel (ESSENTIAL) , Microsoft Word, Outlook, PowerPoint)
• Experience in Sage Evolution will be an advantage.
• Fully bilingual with English as first language
• Excellent English communication capability.
• Good interpersonal skills and a team player.
• Able to work under pressure.

Duties will include, but not limited to:

• Management

• Responsible for customer after-sales services.
• Define performance KPI's for the team and track performance.
• Administer, finalise, and approve overtime on a weekly basis.
• Keep track of recalls by technicians, customers, and cabinet types on a weekly basis - record reason and corrective action.
• .
• Additional responsibilities

• Schedule call-outs with in-house technicians and sub-contractors.
• Monitor call logging and provide tickets on in-house system.
• Customer quotes prep and approval as needed.
• Manage weekend stand-by schedule.
• Administration

• Liaise with senior management and directors on a regular basis on feedback.
• Responsible for national ticketing and service performance of the service team.
• Ensure all tickets on the in-house system are processed efficiently and accurately to close off tickets on time for month-end deadlines.
• Prepare and sign off on customer quotes as needed
• Monitor customer feedback regarding call-outs and immediately address poor service feedback.
• Manage weekend staff stand-by schedule.
• Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the companys health and safety requirements and contractual requirements.

In return a competitive salary is on offer coupled with the opportunity to work within a national company and a young, dynamic team!

Skills Required