Service Center Associate- Mitunguu
Job Details
Full Job Description
Position: Service Center Associate
Reporting to: Regional Sales Manager.
Dotted line to Fleet Operations Manager
Location:
Mitunguu
Role type:
Full-Time
About SunCulture
Founded in 2012, SunCulture’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways . SunCulture does this by developing and commercialising life changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World’s Most Innovative Companies in 2021. Here is a good explainer video recently made by CNBC . Over the last 5 years the company has grown significantly and now employs 400+ people around the world.
About the Role
Reporting to the Regional Sales Manager with a dotted
reporting line to the Fleet Operations Manager, the Service Center
Associates will manage our Service Centers. The key role will be good
customer service to all customers that come to the service center,
sales conversion, stock management, troubleshooting, and escalating
all aftersale issues reported by the customers through the service
centers. 50% of the role expectation is highly centered around sales
with overall support for the shop operations and general
management.
Key Responsibilities
Customer Service
●Maintaining a
positive, empathetic, and professional attitude towards customers at
all times.
●High-level knowledge of all SunCulture products with
the ability to address all questions asked by customers
●
Acknowledging and resolving customer complaints within stipulated
SLAs.
●Communicating with customers through various channels and
responding promptly to customer inquiries.
●Analyze trends to
create solutions to ensure customer service needs, business goals, and
objectives are met or exceeded.
● Ensure service center
operational standards are adhered to.
● Be the lead in monitoring
and maintaining the required stock levels at the service center by
conducting regular stock takes and ensuring a majority of components
needed by the team/customers are available at the service
centers.
● Promote the SunCulture brand by ensuring the service
center is kept clean and tidy at all times noting the operation hours
of the Sales and Service Centers are 9am to 5pm Monday to Friday and
8am to 12pm on Saturday.
● Assist in sales/after sales requests
placed by various customers and team members.
● Follow up on
customer issues to resolution by following the stipulated aftersales
escalation process.
Aftersale
● Ensure all aftersale issues are raised via a ticket
and track records of customer interactions, comments, complaints, and
aftersale issues.
● Providing feedback to all customers in
reference to their queries and aftersale issues.
● Troubleshoot
all aftersale issues, resolve non-technical issues, and escalate to
the aftersale product team any issue not resolved at the service
center level.
● Ensure all spare parts are available in the
service center and proper inventory management.
● Generate all
reports in reference to service center activities and stock level.
Sales
●Work closely with
the Regional Sales Manager in developing and establishing clear sales
KPIs (that is sales targets, lead generation and sales call logs to be
achieved daily and Quality Assurance [QA] 90% score). The assigned
sales targets and corresponding commission is as guided by our
commission structure.
● Achieve lead generation targets and ensure
constant follow-up on leads in order to convert them to sales.
●
Initiate selling tactics that will ensure leads are converted I.e
conducting demos, sourcing to market activities and customer referral
programs.
Does this sound like you?
1.
A Diploma or Degree in Business Administration (Sales and Marketing
option), our Customer service will be an added advantage.
2. At
least 2 years of proven experience in sales or customer
service.
3. Proven track record of successfully meeting sales
targets.
4. Outstanding interpersonal skills with the ability to
interact freely with customers.
5. Ability to think and properly
plan the day-to-day work, proper inventory management, and tackle
customer complaints.
6. High EQ with the ability to work under
pressure, and meet deadlines, and targets set.
7. Passion for
customer service, the industry, and current trends adaptable for
SunCulture.
8. Independent thinker with proactive decision-making
capabilities.
9. Comfortable with ambiguity and experience
working in a dynamic environment.
10. Be organized and be an
expert in time management- both at personal and team levels.
Please apply online via this job portal. We respond to all candidates; however only shortlisted candidates will be interviewed.
Please Note
SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.