SERVICE TRACKING EXECUTIVE
d.light
Job Description
Requirements
Offer 2nd level support to & be the key contact point for aftersales escalations from call center, and digital platforms offering accurate and timely communication to all parties.
Receive escalations from call center, social media, digital platforms etc. and follow-up with the regional aftersales teams to ensure service is delivered.
Be the liaison for all 3rd party brand phones servicing from Nairobi 3rd party service centers & track their resolution times with the 3rd party SCs.
Provide basic trouble shooting and guides to customers for any issues arising from usage, installation and repairs
Assign and reassign tickets to service centers, field technicians to ensure customer complaints are addressed as per SLA’s
Monitor repair speeds of the service partners and follow-up to ensure delivery of units to service centers and track their movements end to end
Communicate repair timelines or statuses to customers to ensure customers are well updated on repair processes
Conduct post repair surveys to ascertain repair done and confirm that units are now working fault free & use the information to support and guide the teams ensuring they deliver the required customer experience, quality of service and TATs
Identify areas for development to ensure continuous improvement and efficiency in customer handling process
Identify opportunities to improve product and service offerings based on the voice of the customer
Identify, accumulate and analyze statistics that reflect on units handling performance
Provide regular defined reports and initiatives to improve performance
KPIs
2nd level support to call center, social media, and digital platforms for all aftersales escalations
100% response & resolution for all tickets in-coming from call center and digital platforms.
Follow-up to ensure customer units’ repair, delivery and resolution management
Ticket resolution TATs & SLAs monitoring and reporting
Conduct 10% post repair survey to customers on service quality and reporting on the same
Any other KPIs as outlined by the business from time to time
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Required Skills and Qualification
- Diploma or Bachelor’s Degree in Business Administration, Customer Service, or a related field.
- Minimum 3–5 years of experience in a service coordination or tracking role.
- Proficiency in Microsoft Excel and CRM or ticketing systems.
- Strong communication and interpersonal skills.
- Excellent time management and attention to detail.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Good experience in handling d.light products & mobile phones
- Conversant with d.light process for handling mobile phones, product returns & product testing
- Understanding of the Aftersales operations & its key deliverables
- Good communication skills, both written and verbal
- Experience in a busy service environment