Call Coordinator

For over three decades, SIMS Nigeria Limited has grown from a single store to a nationwide business in the consumer electronics space with locations across Nigeria. Our journey of consistent growth and dedication has been driven by a commitment to quality in every aspect of our business. From our highly skilled and well-informed staff to the innovations and processes we bring to bear to ensure each customer receives top-tier service and dependable products.

With pride, we believe we are on a journey to building a legacy rooted in trust, innovation, and exceptional standards riding on our partnership with Samsung, Royal Electronics, Panasonic, Philips, Beko, Kenwood, Powermatic, and many others. Our values continue to guide us, allowing SIMS Nigeria Limited to thrive in a constantly evolving market while delivering lasting value to our customers, partners, and people across Nigeria. With premium products and unmatched service, we are honored to represent these trusted brands in Nigeria, bringing innovation and quality products directly to our customers with the sole aim of enriching their lives.

As we continue to expand and adapt to meet the growing needs of our market, SIMS Nigeria Limited remains committed to setting the standard in product quality and service across the nation.

We are recruiting to fill the position below:

Job Title: Call Coordinator

Locations: Abuja, VI - Lagos, and Aba Road - Rivers
Employment Type: Full-time

Job Summary

• We are seeking a highly organized and customer-focused Call Coordinator to manage and coordinate incoming service requests, schedule field service activities, and ensure timely resolution of customer issues.
• The ideal candidate will serve as the primary point of contact for customers requiring after-sales support, ensuring service calls are accurately logged, assigned, monitored, and closed in accordance with company standards and Service Level Agreements (SLAs).
• The Call Coordinator will work closely with Service Engineers, Technicians, Service Centers, and Customer Service teams to deliver an excellent customer experience.

Key Responsibilities

• Monitor the progress of all open service calls and follow up to ensure completion within agreed service level agreements (SLAs).
• Collaborate with Customer Service, Technical Support, Logistics, and Branch Operations to ensure seamless service delivery.
• Coordinate technician schedules to maximize productivity and ensure timely service delivery.
• Ensure all service requests are properly documented and closed in the service management system.
• Receive, log, and manage incoming customer service requests through phone, email, and other communication channels.
• Communicate appointment schedules, service updates, and expected resolution timelines to customers.
• Support warranty verification and ensure service requests comply with company policies and procedures.
• Follow up with customers after service completion to confirm issue resolution and measure customer satisfaction.
• Escalate unresolved or high-priority service issues to the appropriate supervisor or manager for prompt action.
• Generate daily, weekly, and monthly reports on service call volumes, response times, pending jobs, and completion rates.
• Register service calls accurately in the service management system, ensuring all customer and product information is complete.
• Maintain confidentiality of customer information and comply with company data protection policies.
• Coordinate with Service Centers and Spare Parts teams to ensure required parts and resources are available before technician dispatch.
• Identify recurring service issues and recommend process improvements to enhance service efficiency and customer satisfaction.
• Schedule and assign service requests to field technicians or service engineers based on location, availability, skill set, and priority.
• Maintain accurate records of customer interactions, service requests, technician assignments, and service outcomes.

Qualifications & Experience

• Experience in the consumer electronics, home appliances, telecommunications, or technical service industry is an added advantage.
• Bachelor's Degree or Higher National Diploma (HND) in Business Administration, Customer Service, Operations Management, or a related field.
• Experience using CRM, ERP, or service management systems is preferred.
• Minimum of 4 years' experience in customer service, call coordination, service administration, or dispatch operations.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title and Location as the subject of the email.

Application Deadline: 16th November, 2026.