About the Role
SIMS Nigeria Limited is a trusted leader in the distribution and sales of premium electronic products from global brands such as Samsung, Royal, Parsun, and Powermatic. With a strong nationwide presence spanning major Nigerian cities, we are committed to providing top-tier home appliances and reliable after-sales support through our state-of-the-art service centres. We are currently looking for a dedicated Call Coordinator to join our dynamic team across our Abuja, Victoria Island (Lagos), and Aba Road (Rivers) locations.
Key Responsibilities- Receive, log, and manage incoming customer service requests efficiently via phone, email, and digital communication channels.
- Schedule and dispatch service requests to field technicians and engineers based on geographic location, availability, and priority levels.
- Monitor the lifecycle of all open service tickets to ensure timely resolution in compliance with established Service Level Agreements (SLAs).
- Communicate appointment schedules, service updates, and expected resolution timelines clearly to customers.
- Conduct post-service follow-up calls to verify issue resolution and measure customer satisfaction levels.
- Collaborate with spare parts and logistics teams to guarantee resource availability prior to technician dispatch.
- Generate comprehensive daily, weekly, and monthly reports detailing service call volumes, response times, and completion rates.
- Bachelor's Degree or HND in Business Administration, Customer Service, Operations Management, or a related discipline.
- Minimum of 4 years of proven professional experience in call coordination, dispatch operations, or customer service administration.
- Prior working experience within the consumer electronics, home appliances, or technical service industry is a strong advantage.
- Proficiency in utilizing CRM, ERP, or specialized service management software.
- Exceptional organizational, communication, and problem-solving abilities.
- Competitive salary package with performance-based incentives.
- Comprehensive health insurance and medical benefits.
- Opportunities for continuous professional development and career advancement within a leading electronics company.
- A collaborative, supportive, and professional working environment.