Service Coordinator - Cape Town (Contract)

SUMMARY:
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

• 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

• 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

• 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

• 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

POSITION INFO:
Role Requirements:
Qualifications

• Matric / Grade 12 (NQF Level 4)

• Minimum 3 years’ experience in a similar service coordination or technical role
• Experience working with SAP or similar systems

• Strong technical and problem-solving ability
• Effective time management and organisational skills
• Strong customer service orientation
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Financial awareness and attention to detail
• Proficiency in Microsoft Office (Excel, Word, Outlook)

• Customer-focused and solutions-driven
• Resilient and adaptable in a fast-paced environment
• Strong sense of accountability and ownership
• Positive attitude and team-oriented approach
• Ability to escalate issues appropriately and support broader team objectives