Technical Customer Representative

2 weeks ago


Nairobi, Nairobi Area, Kenya BURN Full time

About the role

  • The Technical Customer Representative is responsible for in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossession.
  • The role will focus on driving the achievement of field installation & collection KPIs through close collaboration with Commercial teams, Field Logistics and Customer Experience.
  • The overall aim is to ensure prompt installation, timely swaps of faulty units, efficient portfolio management in the field, VOC collection and early resolution of issues impacting repayment & product usage.

Roles and Responsibilities:

Field Operations

  • Timely installation of assigned new sales units.
  • Execute repossession of products from delinquent customers.
  • Return retrieved stoves to the field logistics team.

Customer Interaction and Support

  • Conduct in-person verification of customers.
  • Provide comprehensive product education to customers, including payment, usage, and care instructions.
  • Conduct level 2 troubleshooting for reported issues at the customer's home before initiating product swaps.

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.

KPIs

  • TAT on New Installations
  • TAT on escalated swap request
  • TAT on escalated field visits
  • Quality of TCR interaction score
  • CES/CSAT score

Skills and Experience:

  • Diploma/Certificate in Electrical or Electronics or equivalent work experience
  • Experience in field installations, technical support or a customer service role from known fast-moving home appliance brands, SHS, satellite or cable TV companies.
  • Excellent verbal and written communication skills.
  • Strong organizational and time management skills.
  • Ability to work independently and as part of a team.
  • Strong technical skills and the ability to troubleshoot and resolve issues
  • Strong customer service orientation.
  • Proficiency in ticketing solutions & mobile applications.
  • A valid driver's license is a plus.


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