Customer Experience Associate

The purpose of the role is to meet departmental objectives by ensuring compliance of the set processes and procedures.

Job Responsibility and Accountability

• Job Card opened and printed within 24 Hours of receipt from customers or dealers
• Capture full and correct serial numbers for carry in at the point of receipt.
• Update full and correct serial numbers for In-Home after technical visit.
• Full and correct unit checklist details including all accessories and their condition for carry in.

Communication to Customer

• Send emails, SMS or telephone updates for quotations within48 hours of status change to quotation by technicians.
• Send email,SMS or telephone updates for ready units within 24 hours of status change to ready by technician for carry in.
• Same day escalation to the Branch Manager on a daily log sheet of complaints from customers either via email, telephone or face to face.
• Happy Call within 48 Hours for all In-Homes for all ready units.
• In-Home dispatcher to ensure all rebooks are communicated to the customer 24 hours prior to the scheduled date including all emergency events scheduled for a specific technician.

Operations

• Credit notes, with all correct documentation within 72 Hours of receipt from customers.
• Delivery notes printed, within 24 hours after conversion to ready.
• Handling of dealer accounts, follow up for repair to be completed within 48 hours for parts available and quotations closed within 15 days.
• Any other duties assigned by the supervisor.

Qualification

• Minimum of Diploma in Business Management, Public Relations, Customer Service or relevant field.
• Customer service industry experience or knowledge of customer service principles and practices.
• At least 1-year exposure in a supervisory role, responsible for managing a team in a target driven environment.
• Excellent personal presentation and telephone etiquette.
• Administration oriented, speaks and writes excellent English.
• Proficient in relevant computer applications.
• Possess product and operations technical knowledge. Knowledge of telephony and technology.
• Knowledge of telephony and technology.

Key Skills:

• Excellent supervisory skills.
• Excellent people /customer service skills.
• Excellent Report writing skills.
• IT/ data entry, administration and process skills.
• Excellent communication skills both verbal and written.
• Good problem analysis and solving skills.
• Good listening skills.
• Good organizational skills.

How to Apply

Qualified candidates are encouraged to send their applications through careers@hotpoint.co.ke and a copy to jobs@bestlinks.co.ke on or before 17th November 2024. Only shortlisted candidates will be contacted. Thank you