Customer Experience Associate - Service Centre at Hotpoint Appliances Ltd

Hotpoint Appliances Ltd was established in 1984. Its first store was located in the Sarit Centre shopping mall in Nairobi. In late 1990s Hotpoint was awarded the Sole Distributorship Agency for LG Electronics. Later on, it went on to acquire agencies for other global brands including Ariston, Westpoint and Kenwood. The company quickly expanded its operati...

 

Customer Experience Associate - Service Centre

  • Job TypeFull Time
  • QualificationDiploma
  • Experience1 year
  • LocationNairobi
  • Job FieldCustomer Care 

Job Purpose

  • The purpose of the role is to meet departmental objectives by ensuring compliance of the set processes and procedures.

Job Responsibility and Accountability

  • Job Card opened and printed within 24 Hours of receipt from customers or dealers
  • Capture full and correct serial numbers for carry in at the point of receipt.
  • Update full and correct serial numbers for In-Home after technical visit.
  • Full and correct unit checklist details including all accessories and their condition for carry in.

Communication to Customer

  • Send emails, SMS or telephone updates for quotations within48 hours of status change to quotation by technicians.
  • Send email,SMS or telephone updates for ready units within 24 hours of status change to ready by technician for carry in.
  • Same day escalation to the Branch Manager on a daily log sheet of complaints from customers either via email, telephone or face to face.
  • Happy Call within 48 Hours for all In-Homes for all ready units.
  • In-Home dispatcher to ensure all rebooks are communicated to the customer 24 hours prior to the scheduled date including all emergency events scheduled for a specific technician.

Operations

  • Credit notes, with all correct documentation within 72 Hours of receipt from customers.
  • Delivery notes printed, within 24 hours after conversion to ready.
  • Handling of dealer accounts, follow up for repair to be completed within 48 hours for parts available and quotations closed within 15 days.
  • Any other duties assigned by the supervisor.

Qualification

  • Minimum of Diploma in Business Management, Public Relations, Customer Service or relevant field.
  • Customer service industry experience or knowledge of customer service principles and practices.
  • At least 1-year exposure in a supervisory role, responsible for managing a team in a target driven environment.
  • Excellent personal presentation and telephone etiquette.
  • Administration oriented, speaks and writes excellent English.
  • Proficient in relevant computer applications.
  • Possess product and operations technical knowledge. Knowledge of telephony and technology.
  • Knowledge of telephony and technology.

Key Skills:

  • Excellent supervisory skills.
  • Excellent people /customer service skills.
  • Excellent Report writing skills.
  • IT/ data entry, administration and process skills.
  • Excellent communication skills both verbal and written.
  • Good problem analysis and solving skills.
  • Good listening skills.
  • Good organizational skills.

Method of Application

Qualified candidates are encouraged to send their applications through careers@hotpoint.co.ke  on or before 17th November 2024. Only shortlisted candidates will be contacted. Thank you

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