Customer Care Job in Kenya

VACANCY: AFTERSALE SERVICE ASSISTANT
MANAGER LOCATION: NAIROBI 

STARTING DATE:
IMMEDIATELY 

Who are we? 

Kilimall is Kenya’s largest online shopping mall. It was
launched in July 2014 with the mission of becoming the No.1 E-commerce platform
in Africa. 

Kilimall serves a retail
customer base that continues to grow exponentially, offering products that span
various categories designed to ensure optimum levels of convenience and
customer satisfaction with the retail process; order delivery-tracking,
dedicated customer service support and many other premium services. 

We invite you to be part
of our team by submitting your application to the following role based in
Nairobi. 

AFTERSALE SERVICE
ASSISTANT MANAGER 

We are looking for
outstanding candidates to apply for a vacant position in the capacity of
AftersaleService Assistant Manager, in our Customer Service Department. As an
Aftersale Service Assistant Manager, your role revolves around providing
administrative support to the Customer Service Manager by; 

• Clearing
  daily incoming QC tasks. 


• Managing
  to constantly summarize and optimize current flow/ procedure for better
  performance.


• Foresee
  the task and be able to maximize manpower for better efficiency. 


• Define
  current QC SOPs and make them clear and easy to follow


• 4.
  Define the current repair process make it clear and easy to follow. 


• Optimize
  other after sale issues and improve the process and rule. 


• Push
  challenge issues and propose feedback spontaneously and act initiative 

Duties & Responsibilities

• Dealing
  with after sales customer directly either by telephone,
  electronically(email), or face to face in a timely manner. 


• Helping
  the customers to get the necessary support i.e. helping them install,
  maintain, operate particularproduct and advise customers on after sales
  product policy application.



• Processing
  all the returns and failed deliveries i.e. processing exchange, resend or
  refund of the product.


• Keeping
  track of all orders being returned and resend to customers. 


• Ensure
  efficient and accurate logging of all after sales inquiries. 


• Take
  ownership of customers after sales complaints and follow problems through
  to resolutionefficiently. 


• Constantly
  investigate and report after sales issues and options that will assist in
  service improvements.


• Work
  with the team to fulfill daily incoming Product inspection task.


• Keep
  a positive team atmosphere and makes good example to others. 


• Ensure
  follow up through emails, phone or any required means, keep client
  informed and findthebest solution with sellers. 

Required Skills and Competencies: 

• Bachelor’s
  degree in any Business Related course. 


• Takes
  initiative, has a strong sense of responsibility and can go the extra mile.


• Ability
  to work under pressure. 


• Outstanding
  communication skills, both written and verbal. 


• Excellent
  field work experience, incl. repair, quality check for electronics &
  appliances.


• Good
  computer application skills 


• Some
  experience in E commerce is an added advantage. 


• Good
  sense of customer service to satisfy customer needs. 

How to Apply

Are you interested in
this position and do you meet the minimum requirements? Apply by sending an
email with your CV and a convincing cover
letter to recruitment@kilimall.com clearly stating the subject heading
“AFTERSALE SERVICE ASSISTANT MANAGER” by 10th August 2022. Please state your current
and expected remuneration in your CV.
Due to the high volume of applications received, only shortlisted candidates
will be contacted.