Customer Service Operations Co-ordinator

bioCURE Environmental Cleaning Services is committed to delivering reliable, high-quality service while operating according to its values of trust, integrity, hope, fun and innovation.

They are looking for a highly organised and systems-driven Customer Service Operations Co-ordinator to manage the operational hub of our service delivery.

Purpose of the Role

The Customer Service Operations Co-ordinator will ensure that daily services are scheduled, communicated and administered accurately. Acting as the central link between customers and internal operational teams, the role is responsible for route planning, work orders, customer onboarding, product orders, deliveries, service tickets, compliance administration and operational reporting.

Main Outcomes

The successful candidate will:

• Ensure daily routes and work orders are planned and issued accurately and on time.
  
• Provide customers with clear, professional and responsive service communication.
  
• Process product orders and coordinate deliveries efficiently.
  
• Maintain accurate information across operational and customer-management systems.
  
• Track service-level agreement adherence and identify risks before breaches occur.
  
• Provide reliable reporting and accurate operational data.
  
• Ensure customer service tickets are managed through to resolution.
  

Key Responsibilities

Client Onboarding

• Set up new clients accurately across the relevant company systems and digital touchpoints.
  
• Ensure all required customer information and documentation are captured and maintained.
  

Daily Service Coordination

• Plan daily service routes.
  
• Issue accurate work orders within the required deadlines.
  
• Identify and resolve scheduling conflicts before they affect service delivery.
  
• Coordinate service requirements with the Operations Manager, Field Service Coordinator, Logistics Co and Billing Admin.
  

Orders and Deliveries

• Process customer product orders accurately.
  
• Coordinate product deliveries alongside scheduled service routes.
  
• Monitor outstanding orders and follow up to ensure timely delivery.
  

Customer Service and Communication

• Communicate directly with customers regarding access arrangements, scheduling and service updates.
  
• Respond professionally to customers via WhatsApp and email.
  
• Log, track and resolve customer service tickets.
  
• Investigate service-related issues and provide practical, customer-focused solutions.
  
• Escalate matters appropriately when additional support or decision-making is required.
  

SLA and Compliance Administration

• Monitor SLA adherence for each client.
  
• Identify and flag service risks before they become SLA breaches.
  
• Maintain accurate, complete and up-to-date compliance files.
  

Reporting and Systems

• Update the CRM and relevant operational systems daily.
  
• Compile the weekly service report.
  
• Provide accurate and complete information for the monthly Operations Pack.
  
• Maintain clean, consistent data across scheduling, finance, CRM and document-management systems.
  

• A Matric certificate.
  
• Proven experience in scheduling, service coordination or an administration-focused role.
  
• Experience with route planning, issuing work orders and processing orders or deliveries.
  
• Strong administrative and organisational skills.
  
• Experience communicating directly with customers via WhatsApp and email.
  
• Experience logging and resolving customer service tickets.
  
• Confidence working across multiple digital platforms, including job-management or CRM software, cloud-based file storage, accounting or billing systems and Microsoft Office.
  
• Excellent written and verbal communication skills.
  
• Strong attention to detail and the ability to meet recurring daily deadlines.
  
• The ability to manage multiple priorities calmly and professionally.
  
• A proactive, solutions-focused approach to problem-solving.
  
• A positive attitude and willingness to work effectively with people at all organisational levels.
  
• Alignment with bioCURE’s values of trust, integrity, hope, fun and innovation.
  
• Willingness to work on-site at the PEDI Operations Hub in Philippi from 07:00 to 16:00.
  
• A relevant qualification in administration, office management or logistics would be advantageous.
  
• Experience in the cleaning, waste management, facilities management or a similar service-based industry would also be beneficial.