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SERVICE TRACKING EXECUTIVE

d.light

d.light

Nairobi, Kenya
Posted on May 6, 2025

Job Description

Job Location: HQ Service Center, Kenya
Reporting to: Aftersales Manager, Kenya
The incumbent will be responsible for receiving, troubleshooting, analyzing and re-assigning tickets to regional service teams for action ensuring a seamless link between call center teams, digital channels, technicians and customers, to reducing repair TAT’s and enhancing customer experience.

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