Sun King Jobs-Service Centre Technician

Sun King Jobs-Service Centre Technician – Sun King Kenya Job Details

About the Role:

In this role, you’ll collaborate across functions to address customer needs, including handling product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you’re a skilled communicator dedicated to customer satisfaction, this role is perfect for you!

Key Responsibilities:

1. Quality Assurance:
   • Perform timely diagnostics and repairs on all customer returns from the assigned zone.
   • Maintain a report on practical issues and actions, continuously improving existing processes at the Service center.
2. Partnership & Customer Service:
   • Provide comprehensive service to customers, finding solutions and closing product replacements and warranty claims within designated timelines.
   • Delegate specific customer inquiries to relevant teams when necessary.
3. Dispute Management:
   • Manage a large volume of incoming calls and emails.
   • Keep a record of customer interactions and actions taken, reporting back on results and addressing any issues or disputes.
4. Training:
   • Develop training materials and conduct partner training on product troubleshooting, repairs, and replacement processes.
   • Build a thorough knowledge of the company’s product and service offerings.
5. Drive Operational Efficiency:
   • Meet KPIs, including service level timelines and customer net promoter scores.
6. Systems and Process Design:
   • Coordinate with technology teams to ensure company systems, including applications, meet customer service needs.
   • Develop new processes for more efficient service operations.
7. Documentation & MIS:
   • Provide periodic reports to management on after-sales and service activities.
8. Any other business as assigned by your supervisor.

Qualifications:

• Hold a degree/diploma in engineering or relevant disciplines from a recognized university/institution.
• Have at least 1+ years of experience in after-sales services support in the electronic consumer goods/mobile industry.
• Demonstrate experience in solar inverter installations.
• Excellent verbal and written communication skills, with the ability to communicate effectively to different audiences.
• Passionate about customer service and issue resolution.
• Ability to maintain calm under pressure.
• Efficient in executing duties with good planning and organizational skills.
• Critical thinker with the ability to structure problems and drive solutions in ambiguous situations.
• Entrepreneurial spirit with the ability to work independently and innovate.

What We Offer:

• Opportunity for professional growth in a dynamic, fast-growing, high-impact industry.
• Work in an open-minded, collaborative culture with enthusiastic people driven by the challenge of innovating and growing a sustainable business.
• Multicultural experience working with people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs through the Sun King Academy.