Job Summary

To get Customer Feedback on company's after Sales Service and make appropriate recommendations for improvement.

  • Minimum Qualification: Bachelor
  • Experience Level: Management level
  • Experience Length: 5 years

Job Description

Department or Function: Service Centre

Reports to Role: Director

Location: Service Centre - Ruiru

 

ACCOUNTABILITIES

Support Management of Call Center

  1. Train, coach, and lead call center representatives as they provide support for customers.
  2. Build good customer relations
  3. Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans;
  4. Guiding CICs through difficult calls, diffusing angry customers by giving practical solutions
  5. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.
  6. Make face to face visits to customers and get feedback on company Services with a preset questionnaire 

Oversee all Technical aspects of all Service Centers to improve Service

  1. Ensure that ISO laid down procedures and processes in regards to repairs are being followed to the letter.
  2. Training of all SVC personnel including CIC, Technicians & General Workers
  3. Keep RTAT levels below 2 days
  4. Reduce uncollected items to 3 months (gazettement every 3 months)
  5. Responsible for scheduling and performing preventive maintenance
  6. Provide support for other operating departments and guest activities 

Oversees stock Management

  1. Ensuring that stock is available as and when required
  2. Stock take done with zero variance;
  3. 95% Spare Parts stocks for company Products
  4. Ensure that staff give great customer service as well as monitor the financial performance of the store.
  5. Monthly summary of activities, ensuring all sectors of client base i.e. Dealers, Corporate clients, VVIPs, and individual clients are covered

Any other tasks as may be allocated from time to time.

 

QUALIFICATION

  • A Degree in BSC or any other technical related course

 

EXPERIENCE

  • At least 5 years’ work proven working experience in electronic product repair industry.
  • Basic PC knowledge and familiarity with use of computer equipment (Proficient with Microsoft Office suite.
  • Should have a professional outlook.
  • Resourceful and proactive in dealing with issues that may arise.

 

KEY SKILLS:

Organization Competencies

  • Industry Knowledge
  • Work Planning skills.
  • Interpersonal skills.
  • Time Management skills. 

Functional Competencies

  • Good Customer Relations.
  • Customer Service Excellence.
  • Telephone Etiquette. 

Corporate Culture

  • Teamwork and Collaboration.
  • Innovation & Creativity.
  • High level of Integrity. 

Other behaviours critical for the role

  • Good people skills and ability to keep matters confidential.
  • Ability to exhibit patience and tolerance.
  • Ability to work with under pressure and with minimum supervision.
  • Ability to multi-task, prioritize and pay attention to details.

 

LEADERSHIP COMPETENCIES AND BEHAVIOURS

Essential Competencies

  1. Performance Orientation- Understand key performance indicators (KPIs) and ensure targeted performance is achieved.
  2. Customer Focused- Build networks with customers and get information and insights about customer’s needs.
  3. Decisive-Demonstrate ability to take prudent action with little oversight.
  4. Communicative-Demonstrate openness in communication with the customers in a language that they can understand.
  5. Trusted-Track record for building trust and reliability to deliver desired results.

Share Job Post

Log In to apply now

Anonymous Employer
Nairobi
| Full Time |
KSh 15,001 - 30,000
1mo
Nairobi
| Full Time |
KSh 60,001 - 75,000
4w
Nairobi
| Full Time |
KSh 30,001 - 45,000
3w
Nairobi
| Full Time |
KSh Confidential
3w