About the Role
Santera is looking for a highly organized, responsive, and customer-focused Customer Operations Coordinator to manage our day-to-day customer communication and service scheduling.
We are currently a small and growing operation with one service van, which means this person will play a critical role in making sure every customer receives a fast, professional and reliable experience.
You will own the process from the moment a customer contacts Santera until their pest-control service has been successfully completed.
Key Responsibilities
Customer Communication
Respond quickly and professionally to all inbound customer inquiries across WhatsApp, phone, website leads, email and other channels.
Understand the customer’s pest-control requirements and collect all necessary information.
Explain Santera’s services, pricing and available appointment times.
Follow up with potential customers who have inquired but haven’t yet booked.
Confirm appointments and send customers any necessary instructions before their visit.
Handle customer questions, complaints and rescheduling requests professionally.
Follow up after completed services when required to ensure the customer is satisfied.
Scheduling & Dispatch
Own and maintain the daily service calendar.
Schedule customer appointments based on location, urgency and technician/driver availability.
Assign each job to the appropriate driver/technician.
Plan the driver’s daily schedule efficiently to minimize unnecessary travel and delays.
Make sure the driver has all required customer information, location details and service requirements before each job.
Monitor the daily schedule and proactively communicate with customers if there are delays or changes.
Coordinate cancellations,
rescheduling and urgent same-day requests.
Operations
Maintain accurate records of every customer and service visit.
Track whether scheduled jobs have been completed, cancelled or need follow-up.
Ensure no customer inquiry, appointment or follow-up is forgotten.
Coordinate repeat treatments and follow-up visits.
Escalate operational or customer-service issues to management when necessary.
Help improve internal processes as Santera grows.
What We’re Looking For
Extremely organized and reliable.
Strong written and verbal communication skills.
Excellent customer-service mindset.
Comfortable communicating with customers by phone and WhatsApp throughout the day.
Able to manage multiple requests and changing schedules without losing track of details.
Proactive — notices problems and solves them before the customer has to complain.
Comfortable working in a small business where responsibilities can extend beyond a narrow job description.
Positive knowledge of Dubai/UAE locations and areas is an advantage.
Previous experience in customer service, dispatch, home services, logistics, maintenance, cleaning, pest control or a similar operational business is an advantage.
What Success Looks Like
The Customer Operations Coordinator is ultimately responsible for making sure:
Every inbound inquiry receives a fast response.
Every confirmed customer has a clearly scheduled appointment.
The driver always knows where to go and what service needs to be performed.
Customers are kept informed of appointment times and any delays.
Missed appointments and scheduling mistakes are kept to an absolute minimum.
Customers receive proper follow-up when there is an issue.
No lead or customer request falls through the cracks.