Customer Service Representative | ESL

Role

You are responsible for coordinating daily service operations, managing customer communication, and supporting the efficient delivery of service activities. The role involves coordinating technician schedules and workloads, managing service bookings and emergency call-outs, handling customer concerns and escalations, and maintaining
accurate service and administrative records.

Key Responsibilities

* Coordinate daily service operations, like service bookings, call-outs, maintenance, breakdowns, and emergency/entrapment requests.

* Manage technician scheduling, workload allocation, and service priorities across assigned regions.
* Act as an escalation point for customer complaints
* Handle customer communication, including inbound enquiries, callbacks, service updates, complaints, and escalations.

* Input call notes, service notes, customer records, and operational updates.

* Process and monitor purchase orders, parts orders, deposits, service agreements, and administrative tasks.

* Monitor service inboxes and workflow queues
* Provide technical and operational triage, escalating complex or trade-specific issues when necessary.
* Provide day-to-day guidance, training, and support to Junior Coordinators.
* Conduct workflow reviews, planning meetings, and operational follow-ups with Regional Managers
* Ensure service activities and customer requests are handled in line with SLA, KPI, service quality, and customer satisfaction expectations.

* Comply with the Organization's Information Security Management System, including applicable information security policies, procedures & guidelines.

Your Qualifications

* Prior experience in service coordination, scheduling, customer service, operations, or a similar role.

* Experience working in a service-based environment, preferably within the electrical, mechanical, construction, or related industry.

* Experience coordinating field technicians, service bookings, schedules, or operational workflows.

* Experience using ERP, scheduling, service management, or other relevant operational systems is beneficial.

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.