Service Planner (Service Assistant/Controller)

Job Summary
● 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

Key Deliverables
Service Performance & Scheduling:
● Maintain service levels above 98%.
● Develop and update work schedules for efficient service delivery.
● Track job progress and adjust plans to meet deadlines.
● Coordinate with technicians, managers, and customers for availability and priorities.
● Modify schedules to accommodate last-minute requests or unexpected changes.
● Ensure proper routing to minimize time wastage.

Customer Engagement & Issue Resolution:
● Act as the primary contact for customer service scheduling.
● Address customer complaints within 24 hours and follow up within 14 days.
● Ensure all services are rendered on time and processed through the company’s planning software.
● Enhance customer communication through proper call handling and responsiveness.
Reporting & Documentation:
● Maintain up-to-date records of service visits, completed work, and pending tasks.
● Submit accurate monthly reports to management.
● File contracts, service cards, and key documents systematically.
● Log service reports and update spreadsheets for tracking service issues.
● Support accounts receivables by providing service reports for collections.

Operational Coordination:
● Work closely with supervisors and managers to enhance service efficiency.
● Monitor service team productivity and address performance issues.
● Ensure compliance with health & safety policies and report incidents.
● Participate in branch meetings to discuss service performance.

Sales & Revenue Support:
● Promote lead generation and cross-sell services to existing customers.
● Assist in contract renewals and price increase communications.
● Play an active role in debt collection, stop service, and service reinstatement.
● Liaise with credit controllers to monitor customer accounts.

Compliance & System Optimization:
● Ensure planning software is updated with service visits, terminations, and stop services.
● Maintain accurate records for rental equipment where applicable.
● Keep track of customer terminations and escalate potential issues.

Continuous Improvement & Leadership:
● Support staff development and training programs.
● Take proactive actions based on customer feedback (Customer Voice Counts).
● Safeguard company assets and report misuse.
● Promote service quality improvements and client retention.
● Undertake additional tasks as assigned by management.

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 relationships.

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

Interested candidates can submit their resumes to ctfagundes@eaastaff.com with the subject line – “Service Planner.”