About the role
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
tracking through accurate data entry in BURN Nexus system).
Workdays: Monday-Saturday
Rest
days: Sunday
Shift
Plan: The shifts will run from 7.00 am to 3.00 pm
and 12.00 pm to 8.00 pm as assigned by the manager.
Duties and
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 Ambassador
Always maintain integrity and be a
positive ambassador for BURN
Strive for continuous improvement in
the services that we offer our customers.
Maintain an open and receptive
attitude when receiving feedback and suggestions.
Skills 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 operational
support role, having worked in an aftersales service role, Telco/home appliance
function.
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 benefits
Understanding of the aftersales
process, spare parts management, warranty aspects, and understanding of
different levels of repair.
Excellent verbal communication and
interpersonal skills
Highly organized, punctual, and
professional
Proactive attitude and takes initiative
to problem-solve
Working knowledge & experience in
using Ms. Excel for data analysis and reporting.
Aftersales service role, Telco/home
appliance function.
Knowledge of PAYGO products.
How To Apply