Sun King Jobs-Service Centre Technician

  • Full Time
  • Nairobi

Sun King

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.

To apply for this job please visit sunking.com.