Controlador de Serviços

Itec Solutions Moçambique, Lda, is a company governed by Mozambican law, operating in the market since 1996, which offers, both to private and corporate clients, a wide range of integrated and intelligent automation and communication products. Our offices and warehouses are based in Maputo, and we also have satellite operations in the areas of Beira, Tete, Nampula and Nacala.

Responsibilities

We're hiring a Service Controller to enhance customer satisfaction. Key responsibilities include:

• Solving customer issues, complaints, and inquiries.
• Keeping customer satisfaction at the core of every decision and behavior.
• Capturing cases in our CRM systems, quoting, and billing accordingly.

Tasks:

• Log cases in CRM systems.
• Respond to client requests via email, WhatsApp, and phone as per SLA.
• Follow up on client requests daily, weekly, and monthly.
• Manage tasks in CRM for technical resources.
• Monthly customer calls for meter readings.
• Manage remote support calls with the technical team.
• Analyze service reports, determine further actions, and ensure proper invoicing.
• Daily follow-up on tasks to ensure completion and accurate job card sequencing.
• Close tasks in CRM after billing.
• Schedule and plan for technical resources with the Project Manager.
• Review routing to balance workloads and ensure efficient use of resources.
• Liaise between Account Managers, customers, warehouses, and technical resources.
• Evaluate and escalate ongoing service delivery issues.
• Ensure continuous improvement in response times and service quality.
• Assist in identifying and implementing planning tools and systems.

Qualifications

• A high school diploma or bachelor’s in office administration or any related field.
• Two to three years of experience as an office admin, office assistant, or any relevant role.
• Hands-on experience with basic accounting principles and management processes;
• Proficiency using MS Office, Power BI, QuickBooks, ERP, and other software.
• Outstanding organization, multitasking, and communication skills.
• English Knowledge essential
• Customer-service oriented.

Qualified candidates are encouraged to apply by submitting their CV’s (in English) in PDF format to info@itecgroup.co.mz

Only shortlisted candidates will be contacted back regarding the following stages of the recruitment process.