Requirements

• Offer 2nd level support to & be the key contact point for aftersales escalations from call center, and digital platforms offering accurate and timely communication to all parties.
• Receive escalations from call center, social media, digital platforms etc. and follow-up with the regional aftersales teams to ensure service is delivered.
• Be the liaison for all 3rd party brand phones servicing from Nairobi 3rd party service centers & track their resolution times with the 3rd party SCs.
• Provide basic trouble shooting and guides to customers for any issues arising from usage, installation and repairs
• Assign and reassign tickets to service centers, field technicians to ensure customer complaints are addressed as per SLA’s
• Monitor repair speeds of the service partners and follow-up to ensure delivery of units to service centers and track their movements end to end
• Communicate repair timelines or statuses to customers to ensure customers are well updated on repair processes
• Conduct post repair surveys to ascertain repair done and confirm that units are now working fault free & use the information to support and guide the teams ensuring they deliver the required customer experience, quality of service and TATs
• Identify areas for development to ensure continuous improvement and efficiency in customer handling process
• Identify opportunities to improve product and service offerings based on the voice of the customer
• Identify, accumulate and analyze statistics that reflect on units handling performance
• Provide regular defined reports and initiatives to improve performance

KPIs

• 2nd level support to call center, social media, and digital platforms for all aftersales escalations
• 100% response & resolution for all tickets in-coming from call center and digital platforms.
• Follow-up to ensure customer units’ repair, delivery and resolution management
• Ticket resolution TATs & SLAs monitoring and reporting
• Conduct 10% post repair survey to customers on service quality and reporting on the same
• Any other KPIs as outlined by the business from time to time

Required Skills and Qualification

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, or a related field.
• Minimum 3–5 years of experience in a service coordination or tracking role.
• Proficiency in Microsoft Excel and CRM or ticketing systems.
• Strong communication and interpersonal skills.
• Excellent time management and attention to detail.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Good experience in handling d.light products