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    Aftersales & Escalations Supervisor - Nairobi, Kenya - BURN

    BURN
    BURN Nairobi, Kenya

    Found in: beBee S2 KE - 4 days ago

    Default job background
    Full time
    Description

    ABOUT THE COMPANY

    BURN Manufacturing is a local manufacturer of eco-friendly stoves in Kenya. Their product cut down on carbon emissions by 50% when cooking and helps save time.

    JOB SUMMARY

    The job holder will implement a process that will identify and develop the capability of BURN service centres and partners who will then deliver exceptional Aftersales and Carbon support for BURN products. The job holder will develop an evaluation framework & work with regional Service Centers/Stock points /Customer experience managers to assess the effectiveness of the Aftersales & Carbon Support model in the countries.The role will ensure aftersales & carbon support (such as Customer education, Warranty Awareness, Household priming & booking, Efficient product replacement, System training & utilization, Aftersales close looping, Post repair/swap surveys, Service tracSkills and Experience: A degree or diploma in Electronics / Electrical, Computer science, Business Administration, or related field. Strong analytical & reporting skills Minimum of 3 years in an aftersales service role, desirably in a home appliance service centre or automotive service centre.Demonstrate understanding of the after-sales process, spare parts management, warranty aspects, and understanding of different levels of repair. Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives. Strong mindset for continuous improvement and meeting or exceeding expectations. Superior verbal and written communication skills (multiple languages will be an advantage), with an emphasis on tact and diplomacy. Business-driven, people-focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation, and time-management skills Passion for social enterprise, development of people, and environmental benefitsUnderstanding of the aftersales process, spare parts management, warranty aspects, and understanding of different levels of repair.Excellent verbal communication and interpersonal skillsHighly organized, punctual, and professionalProactive attitude and takes initiative to problem-solveWorking knowledge & experience in using Ms. Excel for data analysis and reporting.Aftersales service role, Telco/home appliance function. Knowledge of PAYGO products.

    RESPONSIBILITIES

    Implement the aftersales process & carbon support model in line with the laid down strategy. Provide aftersales & carbon training to call centre managers, aftersales & carbon support team, sales team, and field logistic team. Identify and vet service centre location, and define service level offering to ensure service accessibility, visibility and affordability for customers. Lead roll out of service network expansion plan based on business requirements ensuring adherence to BURN branding guidelines. Regularly evaluate the Service Center's performance and audit the aftersales & carbon support activities every quarter. Share audit feedback with Factory Operation/Warranty/partners and follow up on improvement areas identified during the audit period. Responsible for the key regional aftersales KPI's Target as set out on a Quarterly/annual basis: – Repair/Swap SLA Customer Satisfaction Index Customer Effort Score Aftersales Net Promoter Score Service touch point First Contact Resolution Rate. KPIs Service / Swap Center network expansion based on quarterly targets. (100%) Training of new and existing aftersales & carbon support teams. A quarterly performance audit of Service / Swap Centers as per approved evaluation and audit criteria. Customer satisfaction Index> 4 on a 5-point scale. Effort score targets >4 on a 5-point scale. 100% timely utilization and accuracy of aftersales tool (Nexus) in all service centres. Pending work orders and customer units at the service centres>3 days. Weekly and monthly reporting of aftersales & carbon support activities. Tracking aftersales service & carbon support cost. (Weekly and monthly) Managing operation efficiency around aftersales service & carbon support. Supporting the collection & credit team with issues related to defective products. BURN AmbassadorAlways maintain integrity and be a positive ambassador for BURNStrive for continuous improvement in the services that we offer our customers.Maintain an open and receptive attitude when receiving feedback and suggestions.

    REQUIRED SKILLS

    Reporting, Customer service, Teamwork, Ability to coordinate, Sales strategy

    REQUIRED EDUCATION

    Bachelor's degree

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