Our
client, the largest distributor for Household and Electronics Products in the
region, is seeking recruit Customer Service Assistant to join their dedicated team in Nairobi
Department: Service Centre
Reporting to: Service Centre Manager
Service Dept CIC Objectives
Department: Service Centre
Reporting to: Service Centre Manager
Service Dept CIC Objectives
- To
meet our Service Dept CIC objectives of ensuring 100% compliance to set
processes and procedures
- To
ensure that feedback forms our customers through written surveys and
happy-calls are completed within the specified period i.e. 48 hours after
in-home repair is conducted and live at premises where a carry-in repair
is done
- To
ensure that calls are answered within 3 – 4 rings and emails responded to
within 2 hours after receipt
- To
monitor RTAT/NPS and MOT activities and ensure that these rankings are
kept within the targeted ranges
- To
ensure compliance with all ISO related processes and procedures relating
to CIC activities
Duties
and Responsibilities
- To
answer all incoming service calls and tend to customer inquiries as part
of the CIC Team
- To
attend to walk-in customers courteously and respectfully and to ensure
overall 100% satisfaction with service offered
- To
ensure that ALL job-cards are opened and updated correctly with zero
errors
- To
raise pro-formas accurately and seek approvals of same
- To
monitor RTAT compliance by managing the repair end date in its relation to
the receipt date on ALL job-cards
- To
run relevant SPX reports, and compile data in relation to ready repaired
units, quotations, returns, pending parts, etc to share with SVC Manager
- Managing
in-home repairs, the scheduling and pre-visit confirmations and the
happy-calling of in-home customers 48 hours after the repair is concluded
- To
raise cash sale receipts and credit notes and to stand-in for CIC cashier
when the need arises
- Any
other duties assigned
Qualifications:
- Minimum
University Degree in related field.
- Minimum
2 years’ experience in the same or related field
- Good
Customer Care skills
- Good
command in English
If
qualified kindly send your CV to vacancies@jantakenya.com clearly indicating
‘Customer Service Assistant’ on the subject line by 15th July, 2016.
Do not
attach your certificates
Only shortlisted candidates shall be contacted.
Only shortlisted candidates shall be contacted.