Cashier, Customer Service, Technicians, Clerks, Warranty Claim Controller Officer and DMS Pickup Driver

Our Client, an Electronics Company with offices in Nairobi and regional presence is seeking to recruit staff to enhance its operations in 11 African countries under its jurisdiction.

The suitable candidates must have energy and commitment to develop and grow in a dynamic organization;

- Along with passionate and dedicated colleagues

- In an innovative environment where creativity is rewarded

- Ability to increase satisfaction and loyalty across customers

- And characterized by excellent technology and design

Receptionist / Cashier

Ref: HR/DSC01/10/11

Job Profile

Reporting to the Technical Manager, you will be responsible for ensuring that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other aspects of customer service.

Duties and Responsibilities

• Maintaining awareness of all promotions and advertisements
• Communicating customer requests to management.
• Developing and maintaining accurate filing system
• Monitoring the use of office supplies and equipment
• Coordinating repair and maintenance of office equipment
• Providing administrative support including contact to suppliers, customers and giving detailed information
• Issuing receipts, refunds, credits, and change due to customers
• Maintaining clean and orderly checkout areas.
• Receiving customer merchandise returns and exchanges.
• Receiving and computing total payments during a time period, and reconciling with total sales.
• Compiling and maintaining non-monetary reports and records.
• Keeping periodic balance sheets of amounts and numbers of transactions.

Skills and Specifications

• Willing to learn and work in a fast paced environment.
• Detail oriented and have excellent organizational and communications skills.
• Ability to identify and resolve problems in a timely manner
• Must take responsibility for own actions, prioritizes and plans work activities

Education and Qualifications

• Degree/Diploma from a recognized University.
• CPA qualification
• Previous Two (2) years experience in a busy service center will be an added advantage

Customer Service Representative

Ref: HR/DSC02/10//11

Job Profile

Reporting to the Service Planning Manager, you will be required to work in our dynamic Customer Information Center making or receiving calls on behalf of the organization.

Ideally, you should be ambitious and challenge driven, self-motivated and used to working to targets. As a CSR, you will answer phones to respond to service requests, general customer inquiries, and customer complaints.

You will project a professional company image through every interaction with our customers.

Duties and Responsibilities:

• Managing and resolving a variety of customer queries and complaints.
• Capturing and recording customer requests and information.
• Meeting and adhering to performance standards
• Answer inbound customers calls.
• Make outbound cold calls.
• Acting as the customers’ advocate in meeting the needs.
• Excellent knowledge of products range
• Any other duties as assigned

Skills and Specifications

• Customer Oriented with a passion for customers and for delivery of quality customer care
• Excellent interpersonal skills and knowledge and skill in telephone etiquette and call handling
• Ability to communicate effectively and efficiently with both customers and colleagues
• Good written and verbal communication skills
• Computer literate with good organization abilities
• A typing speed of a minimum of 40 words per minute
• Willing to learn and work in a fast paced environment.

Qualifications:

• Post High School Diploma
• University Degree will be an added advantage
• Experience in the customer services industry

Air Conditioning Technician 

Ref: HR/DSC03/10//11

Job Profile

Reporting to the Technical Manager, you will be responsible for ensuring that AE products are repaired on time and assist in the forecasting parts.

Duties and Responsibilities

• Troubleshooting effectively and repairing customer’s products.
• Servicing customer’s products both Carry-in and In-home
• Checking and verifying warranty status of products brought to Service Centre.
• Assisting Parts Department in forecasting
• Checking on products any quality related issues.
• Installation of the line products at Customers homes and guiding customers on operation of line products.
• Reporting to Service Centre Manager on day-to-day assignments allocated.
• Perform his/her duties effectively within the shortest time possible.
• Should be ready to perform any other duties allocated related to Service Centre daily activities.

Skills and Competencies:

• Excellent competency in oral and written communication, especially in customer support product training program delivery
• Ability to read and interpret customer support documents, product warranty documents, media materials and contracts or related product documents.
• Ability to work under time constraints and deadlines in challenging settings;
• Demonstrated ability to identify, approach, and coordinate with stakeholders of diverse background and levels of expertise
• Ability to work independently and in a team environment, with flexibility in order to achieve both personal and team goals and complete assignments within established timeframe
• Ability to handle multiple priorities and manage a variety of resources according to a detailed plan
• Ability to travel up to 75% primarily throughout Kenya AND internationally

Experience and education: 

• Bachelor degree in Electrical/Mechanical Engineering, Higher National Diploma or Diploma in related field from an accredited University or Colleges.
• Hands-on experience of HVAC and AC servicing and Repair.
• Minimum Three years technical product support and experience in a busy HVAC and AC Service Centre.
• Working knowledge of product trouble-shooting, customer contact and relationship building.
• Must be a computer literate
• Must be ready to travel on short notice
• Possession of Driving License will be a added advantage.

Home Appliances Technician 

Ref: HR/DCS/04/10/11

Job Profile

Reporting to the Technical Manager, you will be responsible for troubleshooting effectively and repairing HA products on time.

Duties and Responsibilities

• Servicing customer’s products both Carry-in and In-home
• Performing his/her duties both in the Service centre premises or Customers home.
• Checking and verifying warranty status of products brought to Service Centre.
• Helping parts department in forecasting parts for ordering purposes.
• Checking on products any quality related issues.
• Installation of the line products at Customers homes and guiding customers on operation of line products.
• Reporting to Service Centre Manager on days to day’s assignments allocated.
• Perform his/her duties effectively within the shortest time possible.
• Should be ready to perform any other duties allocated related to Service Centre daily activities.

Skills and Competencies:

• Excellent competency in both oral and written communication especially in customer support product training program delivery
• Ability to read and interpret customer support documents, product warranty documents, media materials and contracts or related product documents.
• Ability to work under time constraints and deadlines in challenging settings;
• Demonstrated ability to identify, approach, and coordinate with stakeholders of diverse background and levels of expertise
• Ability to work independently and in a team environment, with flexibility in order to achieve both personal and team goals and complete assignments within established timeframes
• Ability to handle multiple priorities and manage a variety of resources according to a detailed plan
• Ability to travel up to 75% primarily throughout Kenya AND internationally

Experience and education: 

• Bachelor degree in Electrical/Mechanical Engineering, Higher National Diploma or Diploma in related field from an accredited University or Colleges.
• Hands-on experience repair of Refrigerators, Microwave Ovens, Washing Machines, Dishwashers,
• Minimum Three (3) years technical product support and experience HA product line in a busy Consumer Electronics Service Centre.
• Working knowledge of product trouble-shooting, customer contact and relationship building.
• Must be a computer literate.
• Must be ready to travel on short notice
• Possession of Driving License will be a added advantage.

Home Entertainment Technician 

Ref: HR/DCS/05/10/11

Job Profile

Reporting to the Technical Manager, you will be responsible for repairing of Household Home Entertainment Appliances such as, CRT TVs, PDPs, LCDs, HIFIs, Home Theaters, DVDs, and Radios.

Duties and Responsibilities:

• Ensuring Service centers keep the recommended quantity of spare parts.
• Supporting Authorized Service centers in Trouble shooting and solve pending issues.
• Reporting to your line manager on Daily, weekly and monthly the status of repair and service of HE.
• Ensuring requests for service and other customer enquiries are urgently addressed and solved.
• Reporting on quality issues and complaints from customers.
• Supporting colleagues within the global Service team.
• Ensuring HE Service is running smoothly as per organizational Policy and standards.

Skills and Competencies:

• Excellent oral and written communication especially in customer support product training program delivery
• Ability to read and interpret customer support documents, product warranty documents, media materials and contracts or related product documents.
• Ability to work under time constraints and deadlines in challenging settings;
• Ability to work in multicultural, multiethnic environments
• Demonstrated ability to identify, approach, and coordinate with stakeholders of diverse background and levels of expertise
• Ability to work independently and in a team environment, with flexibility in order to achieve both personal and team goals and complete assignments within established time frames
• Ability to prioritize and manage a variety of resources according to a detailed plan
• Ability to travel up to 75% primarily throughout Kenya; some international travel may be and abilities.

Experience and education: 

• Bachelor degree in Electrical Engineering, Higher National Diploma or Diploma in related field from accredited University or Colleges.
• Hands-on experience in servicing and Repair of HE products HT, Hi-fi, TV (LCD/LED/PDP/CRT) and DVDs.
• Minimum Three (3) years Technical product support and experience in a busy HE Service Centre.
• Working knowledge of product trouble-shooting, customer contact and relationship building.
• Must be computer literate.
• Must be ready to travel widely
• Holder of Valid Driver’s License and added advantage

MC SVC Technician 

Ref: HR/DCS/06/10/11

Job Profile

Reporting to the Technical Manager, you will be responsible for repairing organizational Mobile and MC Products both Software and Hardware and participating in all Free Service Campaign for MC Countrywide.

Duties and Responsibilities:

Other duties and responsibilities include:

• Ensure Service centers keep the recommended quantity of spare parts.
• Supporting Authorized Service centers in Trouble shooting and solve pending issues.
• Reporting Daily, weekly and monthly the status of repair and service of MC.
• Ensure requests for service and other customer enquiries are urgently addressed and solved.
• Reporting on quality issues and complaints from customers.
• Supporting colleagues within the global Service team.
• Ensure MC Service is running smoothly as per organizational Policy and standards.

Skills and Competencies:

• Excellent oral and written communication especially in customer support product training program delivery
• Ability to read and interpret customer support documents, product warranty documents, media materials and contracts or related product documents.
• Ability to work under time constraints and deadlines in challenging settings;
• Ability to work in multicultural, multiethnic environments
• Demonstrated ability to identify, approach, and coordinate with stakeholders of diverse background and levels of expertise
• Ability to work independently and in a team environment, with flexibility in order to achieve both personal and team goals and complete assignments within established time frames
• Ability to prioritize and manage a variety of resources according to a detailed plan
• Ability to travel up to 75% primarily throughout Kenya; some international travel may be and abilities.

Experience and education: 

• Degree or Diploma in Telecommunication, Electrical Engineering or Computer Science.
• Strong ability in analysis, problem solving and repair of Mobile Phones and Laptops.
• Knowledge of GSM-UMTS/CDMA Networks.
• Knowledge of Mobile applications and infrastructure.
• Familiarity with mobile phone products / platform and Flash Tools is a plus.
• Previous experience in repair and Service of mobile phones.
• Technology skills geared around mobile handsets, Laptops and Notebooks.
• Competent level of presentation, communication and planning skills.
• Computer literate with good organization abilities.

Parts Order Clerk

Ref: HR/DCS/07/10/11

Job Profile

Reporting to the Service Manager, this position is of a high level of responsibility and expertise where the incumbent must be able to multitask in order to ensure the smooth functioning of all business activities.

Duties and Responsibilities

• Interacting with customers, understanding their requirements and providing them with the necessary product.
• Ensuring the proper billing and procurement of payment for the product.
• Attending telephonic enquires and giving necessary details to customers and taking orders.
• Giving customers all details regarding the available products.
• Ensuring the proper storage and inventory of all parts.
• Keeping a record of the entire inventory and reporting any loss of damages to the concerned authority.
• Ensuring the proper replenishment of stock and inventory.
• Assisting in filling purchase orders and other related documentations.
• Preparing reports such as inventory balances, price lists and shortages
• Verifying invoices with bids and purchases orders and approval for payments

Skills and Specifications

• Excellent written as well as verbal communication.
• Good interpersonal skills for interacting and attending to customer needs.
• Ability to work in a team and coordinating work functions with other departments.
• Excellent time management skills and the ability to meet targets.

Education and Qualifications

• Bachelor’s degree diploma in retailing, merchandise management, stock taking or any other related field of study
• 2 -3 years experience as a stock clerk preferably in electronic industry.

Warehouse Clerk

Ref: HR/DCS/08/10/11

Job Profile

Reporting to the Service Manager, you will be required to ensure there is sufficient stocks and material in the warehouse at all times and prepare accurate records for inventory purposes.

Duties and Responsibilities

• Recording and maintaining inventory of all goods and materials in the warehouse.
• Carrying out all tasks as assigned by the warehouse manager.
• Keeping records of all documentation relating to the dispatch and receipt of goods.
• Filling material requisitions and order forms.
• Recording damage, loss, or surplus of goods and materials stored in the warehouse and reporting the same to the supervising authorities.
• Preparing of inventory balances, price lists, and other related documents.

Skills and Specifications

• Excellent analytical and mathematical skills.
• Detail oriented and have excellent organizational and communications skills.
• Ability to efficiently and effectively manage time and carry out orders.
• Capable of coordinating with other departments of the organization.
• Ability to identify and resolve problems in a timely manner
• Takes responsibility for own actions, prioritizes and plans work activities
• Supports organization's goals, values, and policies
• Able to deal with frequent changes, delays, or unexpected events

Education and Qualifications

• Ideal candidate must possess 1+years of records management and supply inventory experience.
• Experience in Electronics field will be an added advantage.
• Degree, Diploma or certification in, bookkeeping, inventory management, or any other related field from a certified college.

Parts Warehouse Operative

Ref: HR/DCS/09/10/11 

Job Profile

Reporting to the Service Manager, you would handle goods and products that come through a warehouse or stockroom ensuring that there is proper documentation for their movement.

Duties and Responsibilities

• Picking and packing orders
• Checking for damaged or missing items
• Storing goods in line with instructions
• Moving stock around by hand, using lifting gear or a forklift truck
• Maintaining high levels of health and safety standards
• Achieving the targets and job standards set out by Team Leaders/Supervisors
• Loading goods for dispatch
• Accurate stock-keeping
• Keeping paperwork up to date
• Cleaning work areas

Skills and Qualifications

• Total commitment customer satisfaction (internally and externally)
• Good standard of numeracy and attention to detail
• Ability to follow instructions, work under pressure and to deadlines
• Ability to work quickly and efficiently
• Ability to complete paperwork and count stock items
• Ability to work well as an individual as well as part of a team
• Basic computer skills
• An understanding of health and safety regulations
• Honesty and reliability
• Willingness to work flexibly.

Education and Qualifications

• O level certificate. College diploma operations will is an added advantage
• Drivers license/Forklift license is desirable
• 2 -3 years experience as a warehouse operative in busy warehouse.

Warranty Claim Controller Officer 

Ref: HR/DCS/10/10/11

Job Profile

Reporting to the Service Planning Manager, you will be responsible for overall coordination and administration of warranty program, preparation or review all warranty specifications for new products and gathering, compiling, and organizing all support data and technical information required to properly substantiate, submit, and recover warranty claims.

Duties and Responsibilities

Responsibilities:

• Working with Service Engineers to develop methods for gathering acceptable computerized or manual data.
• Ensuring failed parts are returned with proper information to the warranty parts holding area for disposition.
• Verifying all new products information is entered into computer system for warranty tracking. Works with managers, engineers, quality control inspectors & SVC Trainers to gather information and perform failure analyses of components and material.
• In conjunction with Service Department managers, develop new contract specifications for proper warranty coverage.
• Coordinating and administering warranty programs as defined by the service contracts. Determines warrantable repair work and files warranty claims recover costs expended.
• Serving as Project Manager of special projects, as assigned by the Manager of Technical Services.
• Developing a filing system to ensure that complete and accurate data on warranty is available.
• Working closely with the Manager of Technical Services and the Quality Control Inspectors to track all in-home warranty claims and repairs.
• Maintaining proper records (manual or computerized) that comply with factory and parts suppliers' warranty requirements.
• Reviewing maintenance records, inventory issues, and warranty records, of products under warranty to detect failure trends, establish shipment defects and take appropriate actions to correct the problems.
• Scheduling and conducting regular meetings between Department Service managers and Service Engineers to discuss warranty programs, equipment failures, claims processing, and warranty recovery.
• Overseeing warranty return parts and associated shipping documentation.
• Coordinating, monitoring, and documenting all warranty repairs performed by Service agents.
• Participating and assisting Quality Control Inspectors with inspections of all warranty related problems with parts, components and products under warranty.
• Communicating regularly with department personnel on warranty issues by sending in-warranty information updates and going to divisions to discuss warranty problems.
• Establishing and providing routine status reports on all products under warranty. Provide quarterly-end summary reports on warranty claims and processes.
• Providing training on warranty systems and their importance.
• Working closely with SVC Trainers to ensure the correct repair procedures are taught in the technical training sessions in order to comply with the warranty requirements of the factory.
• Analyzing and interpreting Maximus reports and data to determine cost effectiveness of maintenance practices and takes corrective action as required.

Skills and Specifications

• Knowledge of technical and mechanical engineering concepts.
• Knowledge of warranty programs.
• Demonstrated ability to organize and manage multiple projects simultaneously.
• Demonstrated initiative and persistence in examining existing processes and procedures in order to make/solicit suggestions for improvements.
• Demonstrated ability to communicate effectively, orally and in writing, with all levels of personnel.
• Ability to manage time/workload, setting priorities and using good follow-through.
• Ability to research and analyze wide range of warranty issues paying close attention to detail.
• Ability to delegate effectively.

Qualifications:

• Degree or Diploma of Science in Mechanical, Telecommunication, Electrical Engineering or Computer Science or a related field of study.
• PC proficiency in a Windows based OS, Internet and email use.

DMS Pickup Driver 

Ref: HR/DCS/11/10/11

Job Profile

Reporting to the Technical Manager you will be required to provide safe, secure, timely, and reliable transportation as assigned whilst maintaining the vehicle up to organisational standards through performance of regular checks as well as complying with the driving rules and regulations and observing Kenyan traffic laws.

Duties and Responsibilities

• To provide safe, secure, timely, and reliable transportation as assigned.
• To maintain the vehicle up to organizational standards through performance of regular checks.
• To comply with the company driving rules and regulations as well and Kenyan traffic laws.

Specific Duties:

• To carry out assigned duties as requested in a safe, courteous, and law-abiding manner
• Assist passengers with loading/unloading of goods into/out of vehicles
• Observe Company vehicle policies and procedures at all times, including the updating of log books, wearing of seatbelts, and keeping parked vehicles secure
• Clean and inspect the vehicles daily and promptly report any maintenance or mechanical issues to the administration
• Perform basic maintenance on vehicles when required and as appropriate
• Verify mechanical soundness, safety, and presence of proper equipment
• Confirm road conditions and security at the start of every journey into the field
• In case of accident, immediately report to logistics by filling out an incident report form

Additional Requirements: 

• Must posse a valid Kenyan Driving License
• Must demonstrate ability vehicles safely in city and field conditions
• Must be patient and hard working
• Must be respectful of staff and beneficiaries
• At least 3-5 years experience as a driver with reputable organization
• Mechanical experience preferred
• Knowledge of VHF/UHF radio communication equipment
• Knowledge of English, and Kiswahili required

Remuneration:

Attractive package will be offered to successful applicant commensurate with their demonstrated skills and abilities.

Interested individuals should forward their application with three references indicating their experience and suitability to: recruitandsearch@gmail.com quoting: 

Job reference, current and expected remuneration.

On, or before 25th October 2011.

Short listing will be done on a continuous basis and only successful candidates will be invited for an interview.


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