Service Controller

Recruiter:

Daisy JHB (Pty) Ltd

Job Ref:

3484139633

Date posted:

Wednesday, July 2, 2025

Location:

Sandton, South Africa

SUMMARY:
-

POSITION INFO:

The successful candidate will be responsible for

Providing internal and external customers with an excellent customer service experience
The efficient and effective logging of customer queries and resolutions thereof

Duties

Follow company procedure, processes and policies
Telephonic first line support [polite, professional and clear]
Logging maintenance calls as per SLAs signed
Logging loan / temps / swaps and assigning stock thereof correctly
Monitoring, quoting and facilitating software renewals
Ensure all client information is correct prior to logging a call
Generating quotes in line with approved pricing
Responding to emails in stipulated time frame and according to Daisy policies
Holding other departments accountable for queries that you have sent to them on behalf of customers [e.g.: billing / settlement / contract queries]
Reporting “system downs” to ISPs and providing feedback and follow ups hourly
Giving accurate feedback to clients and colleagues within the stipulated time frame
Sending invoice packs to the invoicing team at the end of each day
Ensuring calls and emails are correctly assigned and actioned
Checking Job Cards for potential sales leads and upgrades
Checking Job Cards and notifying invoicing team of all charges to be invoiced [check time spent on site, distance travelled, consumables used, work carried out]
Selling SLAs
Placing orders with procurement
Logging repairs and following up with repair center as to status of repair. Providing feedback to client as to status and ETR
Quote follow ups and housekeeping
Loan units – Quoting and following up
Prepare daily open call reports
Prepare weekly quote reports
On time for start of day, actively working from 7:30

Education and Work Experience

Matric Certificate
Knowledge of Microsoft Office
Minimum 3 years in a call centre supervisor role

Skill Set

Computer literate
Excellent communication skills [both verbal and written]
Proactive, organised and able to multitask
Contributes positively to team and company values, culture, and customer experience

Please consider your application unsuccessful if you have not received a response within 3 weeks of applying

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