Planner (Service Assistant) Level 1 (Kingston and Mandeville)

Overall job purpose 

• To schedule servicing to provide world class pest control services to our customers whilst ensuring achievement of all relevant service KPI’s. 
• To ensure documentation (service Reports etc) are properly filed once used. 
• To facilitate overall customer retention by ensuring that excellent front line relationships are maintained with customers by:
• Assuring service quality by proper scheduling arrangements
• Developing and maintaining a positive high personal profile with key customers

Job Duties:

• To act as the key interface with Pest Control / Hygiene customers to ensure timely reminder of service due and confirm satisfaction.
• Work closely with the Supervisor to provide efficient effective service delivery along with accurate and on time service reporting to the Director of Operations.
• Maintain up to date service visit schedule, and provide information to aid service scheduling and efficient service delivery.
• Log all service reports and file after data entry is completed
• Issue PPE subject to approval of the Supervisor and or Director of Operations 
• Ensure all customer complaints & requests are resolved professionally including customer contact within 24 hours, and following up to the customers’ satisfaction within 14 days. 
• Preparation and timely submission of Monthly Reports for submission from the department to the Supervisor & or Director of Operations
• Assist in coordinating Quality Assurance visits by the Supervisor and ensure reports are submitted to clients.
• Pass on all relevant documentation e.g. Service reports to Accounts Receivables Dept to support the collections process
• Resolving Customer scheduling issues within 24 hours.
• Ensure proper filing of relevant documents and correspondence to the customer’s file.
• Attend branch related meetings as required
• Maintain the spreadsheet used in the department for tracking service delivery issues flowing into the department.

Requirements:

Essential qualities and experience 

• Minimum 1 year Customer Service experience 
• Good verbal and writing communication skills
• Ability to perform well under pressure
• IT competence Microsoft Word and Excel & Google 
• Ability to establish first time contact with customers & develop customer relationship.

Education Experience 

• Diploma in Business Administration or related area
• Certificate Training in Customer Services
• 5 CXCs including English and Maths

Benefits:

Performance incentive scheme, health and Pension benefits, Leads incentive progamme

Career opportunities

Training

Working for an international company