
Service Tracking Executive
d.light
公司概况
d.light
美国加利福尼亚州旧金山
2007年
商业模式
可再生能源
d.light专注于为发展中国家提供太阳能解决方案,主要产品包括太阳能灯具和家庭太阳能系统。他们的目标是通过可再生能源改善人们的生活质量。
d.light的收入主要来自于销售太阳能产品和相关服务。他们还通过与非政府组织和政府合作,推动可再生能源的普及。
地点与地理
d.light在多个国家运营,主要包括印度、非洲和东南亚等地区。他们的产品在这些市场中得到了广泛的应用,帮助数百万家庭获得清洁能源。
公司文化
d.light的使命是通过可再生能源改善全球数亿人的生活。他们重视可持续性和社会责任,致力于为每个家庭提供清洁、可靠的能源。
d.light提供一个创新和包容的工作环境,鼓励员工提出新想法并参与项目。他们重视团队合作和员工的个人发展。
d.light为员工提供多种培训和发展机会,帮助他们在职业生涯中不断成长。公司还鼓励员工参与社区服务和志愿活动。
活动与项目
d.light目前正在推进多个太阳能项目,旨在为偏远地区提供清洁能源解决方案。他们的产品在改善教育和医疗条件方面发挥了重要作用。
d.light不断进行技术创新,推出新一代太阳能产品,以提高能效和用户体验。他们的产品设计注重用户友好性和可持续性。
d.light致力于可持续发展,采用环保材料和生产工艺。他们的目标是减少对环境的影响,并推动可再生能源的广泛应用。
职业机会
d.light通常招聘的职位包括工程师、市场营销专员和项目经理等。他们欢迎对可再生能源有热情的人才加入团队。
d.light为员工提供竞争力的薪酬和福利,包括健康保险、退休计划和灵活的工作时间。他们还提供职业发展支持和培训机会。
联系信息
最后更新于 2025-03-27 | 报告问题
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.
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