Technical Customer Representative - Kenya at BURN

BURN designs, manufactures, and distributes aspirational fuel-efficient cooking products that save lives and forests in the developing world.BURN has revolutionized the global cookstove sector by proving the business case for selling a high quality, locally manufactured and unsubsidized cookstoves.Since 2013, BURN has sold 200,000+ high quality, locally manu...

 

Technical Customer Representative - Kenya

  • Job TypeFull Time
  • QualificationDiploma
  • Experience
  • LocationNairobi
  • Job FieldCustomer Care  , Engineering / Technical 

About the role

  • The Technical Customer Representative is responsible for in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossession.  
  • The role will focus on driving the achievement of field installation & collection KPIs through close collaboration with Commercial teams, Field Logistics and Customer Experience. 
  • The overall aim is to ensure prompt installation, timely swaps of faulty units, efficient portfolio management in the field, VOC collection and early resolution of issues impacting repayment & product usage.

Roles and Responsibilities: 

Field Operations 

  • Timely installation of assigned new sales units. 
  • Execute repossession of products from delinquent customers. 
  • Return retrieved stoves to the field logistics team. 

Customer Interaction and Support 

  • Conduct in-person verification of customers. 
  • Provide comprehensive product education to customers, including payment, usage, and care instructions. 
  • Conduct level 2 troubleshooting for reported issues at the customer's home before initiating product swaps. 

Portfolio Management 

  • Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection. 
  • Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues. 

KPIs 

  • TAT on New Installations 
  • TAT on escalated swap request 
  • TAT on escalated field visits 
  • Quality of TCR interaction score 
  • CES/CSAT score  

 Skills and Experience:

  • Diploma/Certificate in Electrical or Electronics or equivalent work experience 
  • Experience in field installations, technical support or a customer service role from known fast-moving home appliance brands, SHS, satellite or cable TV companies. 
  • Excellent verbal and written communication skills. 
  • Strong organizational and time management skills. 
  • Ability to work independently and as part of a team. 
  • Strong technical skills and the ability to troubleshoot and resolve issues  
  • Strong customer service orientation. 
  • Proficiency in ticketing solutions & mobile applications. 
  • A valid driver's license is a plus. 

Method of Application

Interested and qualified? Go to BURN on burnmanufacturing.applytojob.com to apply

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