As Aftersales-Service Desk Executives, TEF Consult is looking for motivated and well-organized people to join our team. With a secondary reporting line to the Administrative Assistant, this position will be based in Moshi, Dodoma, Dar es Salaam, Mbeya, or Mwanza and will report directly to the Head of Aftersales.
Position Overview
You will serve as the vital liaison between our clients and after-sales service providers in your role as an Aftersales Service Desk Executive. As you monitor the output and service level of D. Light Service Partners, your primary responsibility will be to ensure customer satisfaction by promptly resolving any product defects.
Key Responsibilities
- Follow up with clients who have product issues to guarantee a 48-hour turnaround.
- Before processing, confirm that Zonal Service request tickets contain enough information.
- After service, collect and return the units to walk-in clients.
- Deal with clients directly to troubleshoot product concerns.
- Assign tickets to the relevant Field Technician (FT) or Authorized Service Center (ASC).
- Make sure that clients are satisfied by following up on work order resolutions.
- For client retention, offer assistance and education.
- Every two hours, check in on new tickets and pending resolves.
- Make sure clients quickly pick up completed units.
- Create and distribute service reports on a daily, weekly, and monthly basis that include pending units and escalations.
- Inform the Zonal Service Coordinators of any outstanding problems.
Key Performance Indicators (KPIs):
- Customer effort score: monitor and improve customer satisfaction.
- Outbound Calls: Minimum of 70 daily calls.
- Long-term Pending Tickets: Maintain under 10%.
- CTAT (Case Turn Around Time): Ensure resolution within 48 hours.
- SVT (Service Visit Turnaround): Achieve 90% efficiency.
Desired Skills and Experience
- Educational Background: Diploma or Bachelor’s degree in Business Administration or a related field.
- Experience: Minimum of 1 year of relevant job experience.
- Technical Knowledge: Familiarity with MS Office and knowledge of solar product maintenance is an added advantage.
- Organizational Skills: Strong time management and organizational capabilities.
- Customer Focus: A proactive mindset for continuous improvement and customer satisfaction.
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How to Apply
Send your application and CV to info@tef.co.tz.
Contact for Inquiries:
Human Resource Manager
Tanzania Empowerment Forum Limited
P.O. Box 33542, Dar es Salaam, Tanzania
Application Deadline: January 10, 2025
