All jobs
Call Coordinator
About this role
A Call Coordinator is needed to manage and coordinate incoming service requests, schedule field service activities, and ensure timely resolution of customer issues for SIMS Nigeria Limited. The role acts as the main point of contact for after-sales support and requires logging, assigning, monitoring, and closing service calls according to company standards and SLAs. The position involves collaboration with Service Engineers, Technicians, Service Centers, and Customer Service teams to deliver a quality customer experience. The company distributes and sells electronic products and operates a network of branches across Nigeria. The job is based in Lagos with responsibilities spanning service coordination and customer communication.
What you would do
- Receive and manage incoming customer service requests via phone, email and other channels
- Register service calls in the service management system with complete customer and product details
- Schedule and assign service requests to field technicians based on location, availability, skill and priority
- Coordinate technician schedules to maximise productivity and timely service delivery
- Monitor progress of open service calls and follow up to meet SLAs
- Inform customers about appointment schedules, service updates and expected resolution timelines
- Follow up after service completion to confirm issue resolution and measure satisfaction
- Escalate unresolved or high-priority issues to supervisors or managers
- Coordinate with Service Centers and Spare Parts teams to ensure parts/resources are available before dispatch
- Maintain accurate records of customer interactions, service requests, technician assignments and outcomes
What they are asking for
- Bachelor's Degree or Higher National Diploma (HND) in Business Administration, Customer Service, Operations Management or related field
- Minimum of 4 years' experience in customer service, call coordination, service administration or dispatch operations
- Experience in consumer electronics, home appliances, telecommunications or technical service is an added advantage
- Experience using CRM, ERP or service management systems preferred
Listing details are summarised from the source. Always confirm the role and the employer on the original posting before applying, and never pay to apply for a job.