Our client is the preferred Sole Distributor for a Leading Brand of Electronic appliances in Kenya. The preferred candidate must have experience in Home – Electronic Appliances such as, home theatres, TVs, fridges, etcLocation: Nairobi
Duties & Responsibilities
- Overall management of the respective Service Center and supervision of direct reporting staff
- Responsible for leading the Service Center team in all matters pertaining to the efficient and smooth operations of all customer service matters
- Oversee statistical data relating to performance of the Service Center in relation to RTAT, In-Home Service Rate and NPS
- Oversee and monitor ISO processes and procedures relating to Service
- Develop, monitor and administer Service Levels and adherence to same by direct reporting staff
- Oversee the security of company assets including daily cash receipts
- Ensure customer and staff safety during operational hours by spearheading all Health and Safety activities in the Service Center
- Identify training requirements for direct reporting staff
- Plan, forecast and implement Service Center action plans
- Oversee Parts Department operations by hands-on involvement
- Seek and secure customer feedback to monitor and manage customer concerns
- Responsible for staff annual performance appraisals
- Any other duties assigned
KPIs
- RTAT at or under 3 Days for both In and Out of Warranty Repairs
- In-Home SVC Rate at or above the 75% benchmark
- NPS (Net Promoter Score) at or above the 2014 benchmark
- Customer satisfaction at or above 90% (via surveys for Walk-Ins and In-Homes)
- Parts Dept Fill Rate at or above 90%
- 0% hazards and health and safety non conformities at the Service Centers
Qualification & Skills Set
- 3-5 years’ experience in Business Management to meet revenue & profitability target.
- Good experience in operation management in setting up service standards like RTAT, response time, completion time etc
- Handled large team of technicians, supervisors and management skills
- Excellent communication skills
- Good customer handling and customer interaction skills
- Must have passion for customer service
- MBA will be an added advantage
- Good experience in managing spare parts department
NB: This job description may be reviewed by the management at a later date; for the purpose of increasing efficiency.
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