Key Responsibilities
- Manage customer complaints: get the customer complaints through branches and customer care number on daily basis, update in the system, track the lead-time for complaint closure, and follow up to ensure all complaints are closed
- Communicate with customers and branches about repair and replacements of defective systems. Ensure systems are replaced in time when required
- After sales service: despatch monthly preventive maintenance schedule to all branches, get the service reports from branches and update in the system
- Customer satisfaction survey: conduct customer satisfaction survey over phone to ensure customer’s satisfied with product, installation, service, and report back to management
- Manage customer database, update all customer and system installation in the system, follow-up with branches for getting all documents and installation details
- Daily updating activity of customer database
- Daily reporting of customer complaints to Operations Manager
- Tracking of customer complaints for 100% closure
- Ensure customers and branches are informed about status of repair and replacement of defective systems. Monitor systems get replaced on time
- Release of preventive maintenance schedule to branches
- Tracking of preventive maintenance service for 100% completion within due date
- Maintain filing system at head office of customer records
- Provide daily, weekly and monthly MI related to after sales service to management team
- Conduct customer satisfaction survey every month / quarter
- On- line maintenance and tracking of Annual Maintenance Contracts
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