Job Title: After Sales Customer Service Executive
Industry: Motor Assembly
Location: Nairobi
Salary: 40K
– 75K
Our client is in the Motorcycle
assembly business with an established factory in Nairobi.
They are looking to hire an After
Sales Customer Service Executive to assist the After Sales manager in complaint
resolutions, customer callback for quality assurance after a service and
implementation of other prescribed customer satisfaction initiatives.
- Book in customers for service, update
customers on progress of service and repair and communicate financial implications
for paid up service to customers
- Collecting, processing and analyzing after
sales data
- Communicate with After Sales department and
Service Points regarding customer issues, warranty terms and conditions,
and status of repair
- Research, respond and resolve customer issues
in a timely fashion & efficient.
- Retrieve information from our systems (based
on customer inquiry) and present constructively
- Process warranty claims and ensures a smooth
experience.
- Research claims that are denied
- Answer general inquiries and providing
technical assistance via chat, phone or email.
- Maintaining and reporting of customer and
motorcycle records
- Assist in order entry and oversee shipping of
spare parts to customers.
- Escalate incidents and problems to the
respective teams
- Prepare weekly and monthly management
reporting for after sales and customer service
Qualifications and Skills Desired
- Degree or Diploma in a Technical field
- 2 years’ experience in customer service or
after sales support in the automotive industry
- Must possess excellent verbal, written and
telephone communication skills and be able to manage detailed work such as
paperwork and customer follow-up
- A basic understanding of how motorcycle
systems work to be able to ask the right troubleshooting questions in
order to offer a path forward. Strong preference for an experienced
motorcycle user.
- Excellent problem solving skills.
- An ability to diffuse a frustrated customer’s
emotion. It is about politeness, patience and immediate relationship
building
If you are up to the challenge,
posses the necessary qualification and experience, please send your CV only
quoting the job title on the email subject (After Sales Customer Service
Executive) to jobs@corporatestaffing.co.ke before Friday 10th June, 2016.
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing
Only candidates short-listed for interview will be contacted.
