Service Planner - Pest Control (Nairobi)

Job Title: Service Planning Coordinator

We are seeking a dedicated Service Planning Coordinator to oversee service planning, scheduling, and coordination, ensuring efficient service delivery and exceptional customer satisfaction while supporting branch operations.

Key Responsibilities

• 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 and 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 and 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.
• Ensure the use of ICABs is optimized through timely capturing of visits and terminations or stop service.
• 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 and 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 or contract renewal process, by drafting and coordinating distribution of related letters and 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 or section and report misuse to your manager or FD.
• Play a key role in H&S and report promptly any H&S incidents to the manager and senior management.

What We Are Looking For

• Strong planning, scheduling, and organizational skills.
• Excellent communication and customer service abilities.
• High attention to detail and ability to manage multiple priorities.
• Good computer skills and experience working with operational systems.
• A positive attitude, teamwork mindset, and problem-solving ability.
• Previous experience in service coordination, logistics, customer service, or administration will be an added advantage.

Why Join Us?

• Opportunity to be part of a growing and dynamic team.
• Exposure to a leading service organization.
• Collaborative work environment focused on service excellence.
• Opportunities for learning and professional development.

Requirements

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.