DUTIES AND RESPONSIBILITIES
Hotpoint Appliances Limited is seeking a dynamic and enthusiastic Customer Service Intern who is committed to excellent performance and will support the department’s daily activities.
Job Responsibilities and Accountability
- Job Card opened and printed within 24 Hours of receipt from customers or dealers.
- Capture full and correct serial numbers for carry-in at the point of receipt.
- Update full and correct serial numbers for In-Home after technical visit.
- Full and correct unit checklist details including all accessories and their condition for carry-in.
Communication to Customer
- Send emails, SMS or telephone updates for quotations within 48 hours of status change to quotation by technicians.
- Send emails, SMS or telephone updates for ready units within 24 hours of status change to ready by the technician for carry-in.
- Same day escalation to the Branch Manager on a daily log sheet of complaints from customers either via email, telephone or face-to-face.
- Happy Call within 48 Hours for all In-Homes for all ready units.
- In-home dispatcher to ensure all rebooks are communicated to the customer 24 hours before the scheduled date including all emergency events scheduled for a specific technician.
Operations
- Credit notes, with all correct documentation within 72 Hours of receipt from customers.
- Delivery notes are printed, within 24 hours after conversion to ready.
- Handling of dealer accounts, follow-up for repair to be completed within 48 hours for parts available and quotations closed within 15 days.
SKILLS AND QUALIFICATIONS
Qualifications
- Bachelors’ Degree in Business Management, Public Relations, Customer Service or equivalent.
- Excellent interpersonal, communication and organizational skills.
- Proficient in relevant computer applications.
- Detail-oriented and good follow-up skills.
- At least one year experience in Customer Service will be an added advantage.
Send your application letters and CVs to [email protected] by 21st April 2024.
Job Location : HQ, Ruiru