A leading brand of electronic appliances in Kenya is seeking a Service Centre Manager.
The ideal candidate should have experience in managing home-electronic appliances, including home theatres, TVs, and fridges.
The position is based in Nairobi and offers a salary range of 150,000 Kenyan shillings.
Duties and Responsibilities ¶
- Manage the Service Centre and supervise direct reporting staff
- Lead the Service Centre team in customer service matters
- Oversee statistical data related to performance, including RTAT, In-Home Service Rate, and NPS
- Monitor ISO processes and procedures
- Develop and administer Service Levels
- Ensure customer and staff safety
- Identify training requirements for staff
- Plan and implement Service Centre action plans
- Oversee Parts Department operations
- Gather customer feedback
- Conduct staff performance appraisals
KPIs ¶
- RTAT at or under 3 days for repairs
- In-Home SVC Rate at or above 75%
- NPS at or above the 2014 benchmark
- Customer satisfaction at or above 90%
- Parts Dept Fill Rate at or above 90%
- No hazards or health and safety non-conformities
Qualifications and Skills ¶
- 3-5 years of business management experience
- Experience in operation management and setting service standards
- Team management skills
- Excellent communication and customer handling skills
- Passion for customer service
- MBA an added advantage
- Experience in managing spare parts departments
According to the job description, applicants should email their detailed and updated CV, indicating availability and expected salary, to [email protected], with the subject line clearly marked as "SERVICE CENTRE MANAGER".
