d.light is a global leader in transformative household products and services, empowering lives through affordable, sustainable solutions. With a focus on off-grid solar energy solutions, mobile devices, and clean energy appliances, d.light aims to improve quality of life and unlock economic potential for underserved communities. Our reach spans over 100 million lives across more than 70 countries.
As we continue to expand and improve our aftersales services in Kenya, we are seeking a highly organized, proactive, and customer-centric Service Tracking Executive to join our Aftersales team. The role is instrumental in maintaining the high standards of service excellence that d.light is known for, by ensuring swift resolution of customer issues, coordination among service partners, and maintaining real-time visibility of ticket management workflows. This role is based at our HQ Service Center in Nairobi and reports directly to the Aftersales Manager, Kenya.
Position: Service Tracking Executive
Location: HQ Service Center, Nairobi, Kenya
Department: Aftersales
Reporting To: Aftersales Manager, Kenya
Job Type: Full-time
Posted on: July 8, 2025
Overview of the Role
The Service Tracking Executive will serve as the central contact point for second-level support in the aftersales workflow. This individual will receive, analyze, and re-assign tickets from the call center and digital platforms to the relevant service teams while also coordinating with third-party service providers. Their primary objective is to ensure timely and high-quality resolution of customer complaints, minimizing repair turnaround times (TATs), enhancing service tracking systems, and delivering an exceptional customer experience.
The ideal candidate will bring a blend of technical understanding, operational coordination, customer service acumen, and data analysis skills to ensure end-to-end service management and resolution.
Detailed Job Description
Key Responsibilities
- 2nd Level Aftersales Support Coordination
- Act as the key escalation point for all aftersales-related customer service issues received via call center, social media platforms, and other digital channels.
- Troubleshoot basic issues and provide accurate and timely communication to both customers and internal teams.
- Deliver actionable guidance for front-line teams to resolve issues faster and more efficiently.
- Ensure every escalation is addressed with the highest level of urgency and professionalism.
- Ticket Management & Tracking
- Receive, analyze, assign, and re-assign tickets to appropriate regional service teams or technicians based on the nature of the issue and location.
- Monitor the lifecycle of all service tickets to ensure timely resolution as per predefined Service Level Agreements (SLAs).
- Track repair speeds and performance of field technicians and service centers, escalating delays or inefficiencies as needed.
- Maintain end-to-end visibility of all ticket statuses through CRM systems and ensure accurate records of service delivery timelines.
- Third-Party Servicing Liaison
- Act as the liaison for mobile phone servicing handled by third-party service centers in Nairobi.
- Coordinate submission, repair tracking, and collection of devices from third-party vendors.
- Ensure compliance with d.light service standards and resolve any deviations quickly.
- Customer Communication & Experience Enhancement
- Regularly update customers on the status of their repairs, expected timelines, and any developments related to their service request.
- Deliver clear, honest, and professional communication, ensuring that customers feel valued and informed throughout the service process.
- Conduct post-repair surveys with customers to assess satisfaction and device functionality after service delivery.
- Use survey data and feedback to provide insights and recommendations for service improvement.
- Data Analysis and Reporting
- Collect, organize, and analyze service tracking data, identifying patterns, bottlenecks, or recurring issues.
- Prepare regular reports on ticket resolution TATs, service quality, technician performance, and customer satisfaction metrics.
- Share insights and recommendations with the Aftersales Manager and service teams to inform strategy and optimize operational efficiency.
- Continuous Improvement Initiatives
- Identify areas for operational enhancement within the customer handling, repair tracking, and ticket management processes.
- Support development and implementation of new SOPs, systems, or tools to drive improved service delivery.
- Collaborate with product teams by providing “Voice of the Customer” insights to improve products and reduce service issues.
- Performance Monitoring & KPIs
- Achieve 100% response and resolution for all incoming tickets from the call center and digital platforms.
- Monitor SLA adherence and ensure quick resolution of service complaints.
- Conduct a minimum of 10% post-repair surveys per month and analyze findings to assess and report on service quality.
- Fulfill additional KPIs as may be assigned by the Aftersales Manager or leadership team.
Core KPIs to be Delivered
- Efficient 2nd level support resolution for call center and digital escalations
- 100% response and resolution rate for customer tickets
- Repair and delivery tracking for all customer units
- SLA and TAT adherence monitoring and reporting
- At least 10% post-repair survey completion rate
- Implementation of corrective actions based on feedback analysis
Required Skills and Qualifications
- A Diploma or Bachelor’s Degree in Business Administration, Customer Service, or a related field
- 3–5 years of experience in a service coordination or tracking role, preferably within a busy customer-focused environment
- Proficiency in Microsoft Excel and experience with CRM or ticketing systems
- Excellent interpersonal and communication skills (both written and verbal)
- Strong organizational and multitasking abilities
- High level of attention to detail and ability to manage competing priorities
- Ability to work well under pressure and within tight deadlines
- Familiarity with d.light products and services, especially mobile phones and product returns
- Deep understanding of aftersales operations and related processes
Who Should Apply
This position is ideal for professionals who are:
- Passionate about customer service excellence
- Excited to work in a fast-paced, mission-driven organization
- Capable of managing complex service flows with minimal supervision
- Data-driven and analytical, yet customer-centric in problem-solving
- Strong team players and effective communicators who thrive in cross-functional settings
Why Join d.light
Working at d.light means being part of a global movement to empower off-grid communities through clean, accessible, and reliable products. You will join a diverse and dedicated team committed to innovation, impact, and integrity. In addition to a competitive compensation package, we offer opportunities for professional development, a dynamic work culture, and the chance to contribute to a company that is making a real difference in millions of lives.
How to Apply
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.
Application Deadline: Applications will be reviewed on a rolling basis.
