We’re looking for a Phone Returns Team lead for Kenya within the Retail Department who is resourceful, organized, and proactive about getting things done. The position will report to Diagnostics and Phone Servicing Manager
In this role, you’ll be expected to handle:
Phone Servicing
Phone follow-up query resolution
Ensuring phone unlocking at repair centers is done within the set SLA
Weekly updates on phones forward and reverse discrepancies
Track and Manage the Lost Phones claim data/tracker on phone lost by 3P to ensure payment
Thermal Incidence Reporting and Follow Ups
Liaising with the warehouse when sales packs are needed for swaps
Audit of Follow Up tickets
Phone Diagnostics
Standardization of troubleshooting at shops
Periodic training of processes
Align with FCCRs and CC on troubleshooting and processes
Ticketing
Ensure real-time ticket updates on the phones are sent for repair at every stage
Ensuring IMEI swap requests are completed within 30 min
Ensuring all phone follow tickets are resolved daily
Monthly Reporting on FD PRT ticketing SLAs
Reporting
Audit Report on ticket update SLAs
Daily Audit report on deleted and enrolled devices on Knox to confirm 100% enrolled back
Daily Audit report on devices under repair on soft lock for daily dispatches to confirm 100% enrolled back
Requirements
Bachelors’ degree in any field with a bias in Mathematics, Supply Chain Management, Business, or a related field
Conversance with intermediate knowledge of excel i.e. V-LOOK UP, Pivot tables, Formulas, SQL, and Power Queries
A minimum of 1-year professional experience in customer service and stakeholder management will be an added advantage
Apply via :
jobs.lever.co
Leave a Reply