Service Coordinator

POSITION SUMMARY

Liaise with customers to facilitate the timely and efficient provision of products and services and provide operational support for the Customer Care Centre, including clerical and administrative responsibilities.

ESSENTIAL FUNCTIONS

Clerical

• Initiate AirCover service due requirements and action accordingly.
• Raise appropriate system requirements to implement and action AirCover and breakdown servicing.
• Allocate AirCover jobs via the Regional Service Coordinator.
• Ensure credit terms and COD requirements are met.
• Assist with incoming phone inquiries.
• Establish and maintain sound working relationships with customers.
• Report potential new AirCover clients.
• Create system requirements for new and/or updated contracts/agreements.
• Maintain strong liaison and communication with the Regional Service Managers regarding customer service complaints.
• Run appropriate service reports and action as necessary to ensure a smooth flow of all functional requirements within the Customer Care Centre.

Operations

• Responsible for supporting and maintaining high-quality customer relationships.
• Provide operational support to the Regional Service Manager and Supervisor.
• Provide internal and external customer support relating to enquiries and requests.

Service

• Provide the first point of contact for service customers.
• Maintain and provide a high-quality phone presentation to all customers.
• Provide full back-up support in the absence of the Regional Service Coordinator.
• Undertake other duties as required and agreed to achieve the highest quality service.

Quality

• Support company objectives in accordance with ISO 9001 quality accreditation.

Health, Safety & Environment

• Ensure the working environment is safe at all times and activities conducted are safe and do not harm self or other employees.
• Eliminate risks in the working environment through housekeeping, risk assessments, and collaboration with the line manager to eliminate or mitigate hazards.
• Take a leading role in safety risk assessments and audits.
• Implement procedures for the safety of others through the appropriate operation of equipment and correct use of personal protective equipment (PPE) and technical equipment.

COMPETENCIES

• Demonstrated verbal and written communication skills.
• Demonstrated PC skills, including SAP, Lotus Notes, Excel, Word, and databases.
• Ability to meet deadlines and organise work priorities.
• Demonstrate a flexible and "can-do" attitude.
• Ability to work on agreed initiatives with minimal support.
• Prior experience in a Customer Care Centre preferred but not essential.
• Demonstrated analytical skills.
• Focused on achieving agreed targets.
• Demonstrated ability to undertake research and source appropriate parts information.
• Highly developed organisational skills.
• Self-starter with the ability to work under time constraints, remain detail-oriented, and effectively multi-task.

Education / Training Required

• Year 12 Senior Secondary Certificate of Education.
• Must be proficient in Microsoft Office applications.
• Experience in accounting, Microsoft Outlook, and SAP is preferred.