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