Service Planner

Job Title: Service Planner Location: Giza, Egypt Job Summary We are seeking a highly organized and proactive Service Coordinator to manage inbound and outbound calls while supporting Service Request (SR) operations across the Gulf territory. The ideal candidate is a strong multitasker who can handle high call volumes, coordinate service activities, and ensure timely communication between internal teams and stakeholders. Key Responsibilities Handle outbound calls professionally, ensuring high-quality customer interactions Manage and process Service Requests (SRs) including: Reassignments ETA updates and adjustments Cancellations Territory changes Complete SRs on behalf of Customer Engineers (CEs) Maintain accurate documentation in Public Notes for all SR actions Provide timely updates on inquiries, escalations, and service status Coordinate via email, Skype/Lync, and internal communication tools Monitor and address aged calls and out-of-process cases Perform escalation management and suppression Oversee premium freight usage and service efficiency Track and support utilization (labor, parts, freight) Collaborate with Services and Enablement teams Conduct regular reviews of territory needs and service performance Identify process improvements and provide feedback Support Gulf operations and perform additional tasks as required

Desired Candidate Profile

Communication Skills Strong verbal and written communication skills Ability to confidently handle high-volume inbound & outbound calls Professional email and chat communication skills Experience Previous experience in: Call center, customer service, or service coordination roles Experience managing multiple tasks and service requests simultaneously Core Skills Excellent multitasking and time management abilities Strong organizational and coordination skills Ability to work effectively under pressure in a fast-paced environment Analytical and problem-solving mindset High attention to detail Technical Skills Experience using ticketing or Service Request systems Proficiency in MS Office tools Familiarity with communication platforms (Skype, Teams, etc.) Personal Attributes Customer-focused with a professional attitude Strong sense of ownership and accountability Team player with cross-functional collaboration skills Flexible and adaptable to changing priorities