
d.light
The incumbent will be responsible for receiving, troubleshooting, analyzing and re-assigning tickets to regional service teams for action ensuring a seamless link between call center teams, digital channels, technicians and customers, to reducing repair TAT’s and enhancing customer experience.
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 & mobile phones
- Conversant with d.light process for handling mobile phones, product returns & product testing
- Understanding of the Aftersales operations & its key deliverables
- Good communication skills, both written and verbal
- Experience in a busy service environment
How to Apply
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To apply for this job please visit dlight.zohorecruit.in.