Aftersales - Service Desk Executives - Dar Es Salaam

TEF Consult is looking for passionate and organized professionals to join our team as Aftersales - Service Desk Executives. This role will be based in Moshi, Dodoma, Dar es Salaam, Mbeya, or Mwanza, and you will be directly reporting to the Head of Aftersales with dotted line reporting to the Administrative Assistant.
Responsibilities :

• Trace and track customers with product faults to ensure resolution within 48 hours.
• Verify Zonal Service request tickets for sufficient information before processing.
• Manage walk-in customers by receiving and returning their units after service.
• Troubleshoot product issues directly with customers.
• Assign tickets to the appropriate ASC (Authorized Service Center) or FT (Field Technician).
• Follow up on work order resolutions and confirm with customers if issues are resolved.
• Provide customer education and troubleshooting for retention.
• Monitor and follow up on new tickets and pending resolutions every 2 hours.
• Ensure customers pick up ready units promptly.
• Generate and share daily, weekly, and monthly service reports, including escalations and pending units.
• Escalate unresolved issues to Zonal Service Coordinators.

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.