Locations: Abuja, VI - Lagos, and Aba Road - Rivers
Job Summary
We are seeking a highly organized and customer-focused Call Coordinator to manage and coordinate incoming service requests, schedule field service activities, and ensure timely resolution of customer issues.
The ideal candidate will serve as the primary point of contact for customers requiring after-sales support, ensuring service calls are accurately logged, assigned, monitored, and closed in accordance with company standards and Service Level Agreements (SLAs).
The Call Coordinator will work closely with Service Engineers, Technicians, Service Centers, and Customer Service teams to deliver an excellent customer experience.
Key Responsibilities
Receive, log, and manage incoming customer service requests through phone, email, and other communication channels.
Register service calls accurately in the service management system, ensuring all customer and product information is complete.
Schedule and assign service requests to field technicians or service engineers based on location, availability, skill set, and priority.
Coordinate technician schedules to maximize productivity and ensure timely service delivery.
Monitor the progress of all open service calls and follow up to ensure completion within agreed service level agreements (SLAs).
Communicate appointment schedules, service updates, and expected resolution timelines to customers.
Follow up with customers after service completion to confirm issue resolution and measure customer satisfaction.
Escalate unresolved or high-priority service issues to the appropriate supervisor or manager for prompt action.
Coordinate with Service Centers and Spare Parts teams to ensure required parts and resources are available before technician dispatch.
Maintain accurate records of customer interactions, service requests, technician assignments, and service outcomes.
Generate daily, weekly, and monthly reports on service call volumes, response times, pending jobs, and completion rates.
Ensure all service requests are properly documented and closed in the service management system.
Identify recurring service issues and recommend process improvements to enhance service efficiency and customer satisfaction.
Support warranty verification and ensure service requests comply with company policies and procedures.
Maintain confidentiality of customer information and comply with company data protection policies.
Collaborate with Customer Service, Technical Support, Logistics, and Branch Operations to ensure seamless service delivery.
Qualifications & Experience
Bachelor's Degree or Higher National Diploma (HND) in Business Administration, Customer Service, Operations Management, or a related field.
Minimum of 4 years' experience in customer service, call coordination, service administration, or dispatch operations.
Experience in the consumer electronics, home appliances, telecommunications, or technical service industry is an added advantage.
Experience using CRM, ERP, or service management systems is preferred.