Technical Customer Representative - Kenya

Kenya
Full Time
Mid Level
About the Role:
The Technical Customer Representative will be in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossessions. The two key roles will be: 
  1. They are the final checkpoints to ensure we issue products on credit (Pay-Go) only to the right customers. 
 
  1. Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment 
 
The role will focus on driving the achievement of field installation, usage & collection KPIs through prompt installations, adequate customer training and overlay onboarding of the right customer.

Working Days: Monday to Saturday
Duties and Responsibilities:
Field Operations
  • Timely installation of assigned new sales units.
  • Execute repossession of products from delinquent customers.
  • Daily stock reconciliation i.e. sales units, faulty units, repossessed units & swap units

Quality of Sales
  • Conduct in-person verification of customers.
  • Provide comprehensive product training to customers, including payment, usage, and care instructions.

Portfolio Management
  • Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection.
  • Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues
Customer Support: 
  • Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions. 
  • Manage pick-up and returns of swapped and repossessed units. 
 
 
KPIs 
  1. Installation Timeliness: 
  • Ensure 100% of installations of the assigned units. 
  1. Stock and Inventory Accuracy: 
  • Maintain 100% reconciliation of field stock (received vs. utilized vs. returned). 
  • Maintain 0% stock variance.
  1. Faulty Unit Replacement and Repossession: 
  • Ensure 100% of the assigned unit’s swap.
  • Ensure a 100% retrieval rate of all assigned and faulty or repossessed units.
  1. Customer Feedback and Satisfaction: 
  • Collect & share voice of Customer (VOC) feedback for each customer visit.
  1. Credit Management Support: 
  • Maintain >98% monthly repayment rates for approved and onboarded customers.
 
 
 Skills and Experience 
  1. Qualifications: 
A certificate or diploma in Electronics/Electrical, Telecommunication or a related field.
  1. Experience: 
>6 months’ experience in electrical installations, especially in Pay Go space.
Proven experience in sales planning and delivery management.
Familiarity with customer repayment collection processes and credit portfolio management. 
  1. Technical Skills: 
Basic knowledge of installation and troubleshooting of electronics is a plus. 
  1. Soft Skills: 
Strong customer engagement and support skills. 
Excellent verbal and written communication with an emphasis on tact and diplomacy. 
  1. Other Requirements: 
Demonstrated commitment to continuous improvement and meeting/exceeding expectations. 
 
 
                                      Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
 

 
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