Service Operations Coordinator

1 month ago

PimpriChinchwad, Maharashtra, India Rentokil Initial Full time

About the Role

Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries. We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world. Find out more on our website.

Key Responsibilities

  • Organise and plan all service requirements on a daily, weekly and monthly basis for all technicians within the branch.
  • Prioritise due for Renewals visits, enquiries, call outs and complaints.
  • Liaise with Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely.
  • Ensure customer service-related complaints or termination notifications are attended to effectively and promptly.
  • Manage service documentation and ensure all customer/technician's feedback are followed up with actions.
  • Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner.
  • Support business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity.
  • Review service report with OE and BM and highlight areas of concern – critical backlog and weekly trend to manager.
  • Reviews and provides service compliance updates daily.
  • Assist & help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs.
  • Maintain positive working relationship and effective communication with Sales & Service Colleagues, Supervisor, Technician, Operations staff for any service related issues. Coordinate with Sales for any available slots, time adjustment for new sales scheduling.
  • Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements.
  • Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies.
  • Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.
  • Any other similar duties as and when specified by the manager.

Requirements

CORE COMPETENCIES

  • Be decisive
  • Attention to details and accuracy
  • Planning & organising
  • Analytical skills
  • Customer oriented
  • Negotiation skills would be an added advantage
  • Ability to work patiently in a dynamic service environment

EDUCATIONAL / OTHER REQUIREMENTS

  • Minimum graduation with 1 to 3 years of relevant experience of managing team
  • Basic computer skills - for reporting/work management (Advanced computer skills would be an added advantage)
  • Communication - speaking on phone to external customers & internally with technicians, other Operations colleagues.
  • Knowledge of territory which is handled for planning
  • Occasional Travel required within the Division
  • Liaise with the Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance and advice as required
  • Communicate all service issues in a timely manner to the ABM/BM, Operations Manager

Benefits

What We Offer

  • Basic Pay
  • Group Mediclaim Insurance Policy

Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.

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