Senior Service Controller

As a service controller, you will be representing our business as the first point of contact for incoming customer service calls. You will also be responsible for coordinating and managing the entire service call process from logging the call, managing the technician who visits the site, and ordering the necessary parts and spares. We are looking for an organised and detail-oriented individual who thrives on customer satisfaction, to play a crucial role in providing quality service delivery to our valued client base.

Your Key Duties:

· Receiving, logging, managing and closing service calls on the system

· Processing quotes and invoices for chargeable calls

· Efficiently resolving customer queries, ensuring that they are updated throughout the process, and that service delivery is in line with their SLA

· Scheduling and managing technician callouts to client locations for on-site repairs and maintenance

· Maintaining accurate records of service requests, repairs, and customer interactions via our software systems

· Working with management to identify areas for system improvement, optimisation and automation

Minimum Qualifications:

· Minimum 2 years proven experience in a service controller role within the office automation industry

· National Senior Certificate/Matric

· Excellent communication and interpersonal skills to interact with clients and technicians

· Strong organisational and time management skills with the ability to prioritise and solve tasks effectively

· Good understanding of photocopier and printer functionality and maintenance procedures

· Proficient in English

· Excellent PC skills including use of Microsoft Office

· A positive and proactive customer-centric attitude

· Attention to detail and ability to multitask in a high-pressure customer service environment

Further Advantageous Skills:

· Knowledge of and experience using CO3/BPO

· Experience in CRM systems

· Proficiency in other languages