• Application Deadline:
• Position: Senior Service Coordinator



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 8 - 13 years



• Location Lagos




• Job Field Engineering / Technical 
  
  

Responsibilities

• Improving customer service procedures, policies, internal/external written/verbal communication and quality standards across Service department.


• Manage on a daily basis all Service coordinators and engineers’ activities ensuring all tasks allocated are completed and closed correctly in a timely manner.


• Any tasks not closed or completed at close of each business day must be properly rescheduled and correctly ticketed for urgent fault closure.


• Monitor, coordinate and manage all incoming mails sent to helpdesk mailbox to ensure prompt customer response and resolution of complaint or issues in a timely manner in line with fault severity


• Ensure job schedule for all regions is created minimum one week in advance and is made ready each Friday, prior to the upcoming week.


• Ensure all service related JCC’s are collected and dispatched to Head Office on a weekly basis, ensuring none go missing or remain unsigned, in line with invoice requirements.


• Ensure all equipment covered under SLA agreements have PM’s properly scheduled as per terms of the SLA and JCC are fully collected in line with SLA invoice requirements.


• Follow-up with coordinators and engineers daily, or hourly if required, to ensure that task/installation, especially priority calls are completed on time.


• Ensure accurate use of the Service software by coordinators and engineers whilst escalating to management any continued, ongoing problems.


• Ensure that all service complaints or installations are updated on the software daily.


• Ensure information on job tickets is accurate and up to date, and is closed out in a timely manner.


• Handling customer complaints or any major incidents ensuring any major issues are quickly escalated to implement compatible solutions


• Understand customer needs and provide consistent high levels of service delivery,


• Plan and utilise resources to achieve qualitative and quantitative targets


• Review technical recommendation for ticket resolution


• Ensure prompt dispatch and retrieval of spares, batteries etc.


• Prepare and present weekly and monthly activity report to Management


• Responsible for compliance with ISO system for business process

Requirements

• Interested candidates should an HND, B.Eng, B.Tech, or Master's Degree with 8-13 years experience