Service Planner - Pest Control (Nairobi)

Key requirements

• A diploma or degree qualification in any business course
  
• 2–5 years of experience in service planning, operations coordination, administrative or a related role, preferably in the pest control industry.
  
• Understanding of Health & Safety (H&S) protocols related to pest control operations.
  
• Strong knowledge of pest control services, chemicals, and regulatory compliance
  
• Excellent verbal and written communication skills to interact with customers, supervisors, and management.
  
• Strong ability to plan, schedule, and coordinate service tasks effectively.
  
• Ability to proactively address service issues, customer concerns, and operational inefficiencies.
  
• Familiarity with service routing, planning, and scheduling tools such as ICABS or similar service management software.
  

• Offer exceptional leadership on all service planning matters at the branch and support the manager and service supervisors in all endeavours that are meant to improve service delivery
  
• Review and manage service routing and planning under the direction of the manager and in consultation with the supervisors, and ensure regular updates so that there is minimum time wastage
  
• Make timely and sound decisions regarding service planning and scheduling, keeping your supervisor & manager fully abreast
  
• Offer precise service programming so that all services are rendered when due and are promptly processed in the service program (ICABS).
  
• Take written instructions on installations, withdrawal of services and removal of any company assets from the service supervisor & manager and action accordingly when this happens
  
• Ensure high productivity of the service team and that the state of service is maintained at an acceptable level.
  
• Ensuringnsure the use of ICABs is optimized through timely capturing of visits and terminations/ stop service, etc
  
• Organize for new installations and removals, and ensure to capture these in ICABS
  
• Offer professional customer service so that good customer relationships are maintained in bid to avoid contract terminations on poor service reasons.
  
• Enhance communication with customers through proper handling of telephone calls and quickly responding to any customer requirements
  
• Take proactive action on Customer Voice Counts results as may be required on your part, and escalate serious matters to management
  
• Keep record of and remain accountable for Equipment for Rental where applicable under the direction of the manager.
  
• Participate in monthly reporting and report accurately key data such as number of complaints, terminations, certificate accurately capturing, joiners & leavers.
  
• Proper filing of contracts to ensure these are available at all times, neatly stored and archived to enable easy retrieval.
  
• Proactively support the price increase/contract renewal process, by drafting and coordinating distribution of related letters & correspondences .
  
• Prepare and share service schedules for high dependency customers that require them and communicate to the client.
  
• Undertake telephone sales that may come through enquiries and from old jobs or terminated contracts record
  
• Address on a timely basis cases of potential terminations under the guidance of the manager.
  
• Promote the improvement, enhancement and achievement of agreed client retention rate.
  
• Have a keen interest in safeguarding company assets allocated to your department/section and report misuse to your manager/FD
  
• Play a key role in H&S and report promptly any H&S incidences to the manager and senior management