
Service Tracking Executive
d.light
Company Overview
d.light
San Francisco, CA, Estados Unidos
2007
Business Model
Energia Renovable
d.light se especializa en proporcionar soluciones de energía solar asequibles y sostenibles para comunidades sin acceso a la electricidad. Sus productos incluyen sistemas de iluminación solar y cargadores de dispositivos móviles.
Los ingresos de d.light provienen de la venta de productos solares, así como de asociaciones con organizaciones no gubernamentales y gobiernos que buscan mejorar el acceso a la energía en áreas rurales.
Locations & Geography
d.light opera en más de 70 países, con un enfoque particular en África y Asia. Sus productos están diseñados para satisfacer las necesidades de comunidades que carecen de acceso a la red eléctrica.
Company Culture
La misión de d.light es proporcionar acceso a energía asequible y sostenible a través de soluciones innovadoras. Sus valores se centran en la sostenibilidad, la innovación y el compromiso con las comunidades a las que sirven.
El ambiente de trabajo en d.light es colaborativo y orientado a resultados, donde se fomenta la creatividad y la innovación. La empresa valora la diversidad y la inclusión en su equipo.
d.light ofrece oportunidades de desarrollo profesional a sus empleados, incluyendo capacitación continua y programas de mentoría. La empresa se compromete a ayudar a sus empleados a crecer en sus carreras.
Contact Information
Última actualización el 2025-03-27 | Informar un problema
Job Description
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
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
Interested and qualified candidates are invited to submit their application. Please note: Submission of both a Cover Letter and CV is mandatory for consideration. Only shortlisted candidates will be contacted.
Sobre el rol
29 mayo 2025
Tiempo Completo
Empresa
29 mayo 2025
Presencial
- Nairobi, Kenia
3-5 years
UTC+03:00
Aplicar ahora
¿El empleo expiró?Por favor, informa a d.light que encontraste este empleo en Rejobs. Esto nos ayudará a crecer y conseguir que más personas trabajen en energía renovable!
Cómo estás conectado
Ver tus conexionesConsulta tus contactos en d.light en LinkedIn para aprovechar tu red a la hora de solicitar este puesto.
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