About the Role:

The Technical Customer Representative will be in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossessions. The two key roles will be:

• They are the final checkpoints to ensure we issue products on credit (Pay-Go) only to the right customers.
• Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment

The role will focus on driving the achievement of field installation, usage & collection KPIs through prompt installations, adequate customer training and overlay onboarding of the right customer.

Working Days: Monday to Saturday
Duties and Responsibilities:
Field Operations

• Timely installation of assigned new sales units.
• Execute repossession of products from delinquent customers.
• Daily stock reconciliation i.e. sales units, faulty units, repossessed units & swap units

Quality of Sales

• Conduct in-person verification of customers.
• Provide comprehensive product training to customers, including payment, usage, and care instructions.

Portfolio Management

• Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection.
• Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues

Customer Support:

• Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions.
• Manage pick-up and returns of swapped and repossessed units.

KPIs

Installation Timeliness:

• Ensure 100% of installations of the assigned units.

Stock and Inventory Accuracy:

• Maintain 100% reconciliation of field stock (received vs. utilized vs. returned).
• Maintain 0% stock variance.

Faulty Unit Replacement and Repossession:

• Ensure 100% of the assigned unit’s swap.
• Ensure a 100% retrieval rate of all assigned and faulty or repossessed units.

Customer Feedback and Satisfaction:

• Collect & share voice of Customer (VOC) feedback for each customer visit.

Credit Management Support:

• Maintain >98% monthly repayment rates for approved and onboarded customers.

 Skills and Experience

Qualifications:

• A certificate or diploma in Electronics/Electrical, Telecommunication or a related field.

Experience:

• >6 months’ experience in electrical installations, especially in Pay Go space.
• Proven experience in sales planning and delivery management.
• Familiarity with customer repayment collection processes and credit portfolio management.

Technical Skills:

• Basic knowledge of installation and troubleshooting of electronics is a plus.

Soft Skills:

• Strong customer engagement and support skills.
• Excellent verbal and written communication with an emphasis on tact and diplomacy.

Other Requirements:

• Demonstrated commitment to continuous improvement and meeting/exceeding expectations.