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    Customer Care Manager - Nairobi, Kenya - Sidel

    Sidel
    Sidel Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description

    ABOUT THE COMPANY

    Sidel, one of three industry groups of Tetra Laval, is a leading provider of equipment and services solutions for packaging beverage, food, home and personal care products. Sidel has over 170 years of experience with proven expertise in blowing, filling, labelling, material-handling, end-of-line and line-engineering solutions, including an innovative focus on the factory of tomorrow with advanced systems.

    JOB SUMMARY

    Sidel is looking for a self motivated Cluster Customer Success Specialist / Customer Care Manager who will be part of the Customer Management organization reporting to the Lead Customer Care Manager. The incumbent will be responsible for supporting customer requests for emergencies, troubleshooting and technical assistance during the warranty and life-cycle of the equipment. He/She will also be leading complete solution delivery from customer call until the end of issue resolution, with the help of experts from Product Support. He/She is a key link between the customer and the Service Account Manager for technical problem solving and advice.Your ProfileBachelor Degree or equivalent technical qualification5 years of relevant experienceFluency in English and French are mandatoryStrong technical knowledge of Sidel products and complete line equipment.Excellent multi tasks ability, reactivity, autonomy and motivational skills.Strong verbal and written communication skills in order to establish a very good customer relationship.Ability to interface with all levels of the organisation.Gender / Nationality not a bar for the right candidate

    RESPONSIBILITIES

    Your MissionCollect and filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customer are answered.Issue Service Request for intervention and ensure follow up with Planning teamOpen and drive Non conformity through SINCRO until problem solved and confirmed by customerFollow and support Field Service Engineer during intervention at customer site.Follow up and ensure Sales Order and Service order required are created and aligned.Collect and send technical report to customer.Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit. Organize stand alone / complete line regular maintenance and emergency intervention.Focus on customer proximity.Manage Warranty intervention following Issue resolution process

    REQUIRED SKILLS

    Reporting, Customer service, Call center operation (customer support), Ability to coordinate, Customer relations

    REQUIRED EDUCATION

    Bachelor's degree

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