About the role
The job holder will implement a process that will identify and develop the capability of BURN service centres and partners who will then deliver exceptional Aftersales and Carbon support for BURN products. The job holder will develop an evaluation framework & work with regional Service Centers/Stock points /Customer experience managers to assess the effectiveness of the Aftersales & Carbon Support model in the countries.
The role will ensure aftersales & carbon support (such as Customer education, Warranty Awareness, Household priming & booking, Efficient product replacement, System training & utilization, Aftersales close looping, Post repair/swap surveys, Service tracking through accurate data entry in BURN Nexus system).
Duties and Responsibilities:
Implement the aftersales process & carbon support model in line with the laid down strategy.
Provide aftersales & carbon training to call centre managers, aftersales & carbon support team, sales team, and field logistic team.
Identify and vet service centre location, and define service level offering to ensure service accessibility, visibility and affordability for customers.
Lead roll out of service network expansion plan based on business requirements ensuring adherence to BURN branding guidelines.
Regularly evaluate the Service Center’s performance and audit the aftersales & carbon support activities every quarter.
Share audit feedback with Factory Operation/Warranty/partners and follow up on improvement areas identified during the audit period.
Responsible for the key regional aftersales KPI’s Target as set out on a Quarterly/annual basis: –
Repair/Swap SLA
Customer Satisfaction Index
Customer Effort Score
Aftersales Net Promoter Score
Service touch point First Contact Resolution Rate.
KPIs
Service / Swap Center network expansion based on quarterly targets. (100%)
Training of new and existing aftersales & carbon support teams.
A quarterly performance audit of Service / Swap Centers as per approved evaluation and audit criteria.
Customer satisfaction Index> 4 on a 5-point scale.
Effort score targets >4 on a 5-point scale.
100% timely utilization and accuracy of aftersales tool (Nexus) in all service centres.
Pending work orders and customer units at the service centres>3 days.
Weekly and monthly reporting of aftersales & carbon support activities.
Tracking aftersales service & carbon support cost. (Weekly and monthly)
Managing operation efficiency around aftersales service & carbon support.
Supporting the collection & credit team with issues related to defective products.
BURN Ambassador
Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement in the services that we offer our customers.
Maintain an open and receptive attitude when receiving feedback and suggestions.
Skills and Experience:
A degree or diploma in Electronics / Electrical, Computer science, Business Administration, or related field.
Strong analytical & reporting skills
Minimum of 3 years in an aftersales service role, desirably in a home appliance service centre or automotive service centre.
Demonstrate understanding of the after-sales process, spare parts management, warranty aspects, and understanding of different levels of repair.
Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives.
Strong mindset for continuous improvement and meeting or exceeding expectations.
Superior verbal and written communication skills (multiple languages will be an advantage), with an emphasis on tact and diplomacy.
Business-driven, people-focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation, and time-management skills
Passion for social enterprise, development of people, and environmental benefits
Understanding of the aftersales process, spare parts management, warranty aspects, and understanding of different levels of repair.
Excellent verbal communication and interpersonal skills
Highly organized, punctual, and professional
Proactive attitude and takes initiative to problem-solve
Working knowledge & experience in using Ms. Excel for data analysis and reporting.
Aftersales service role, Telco/home appliance function.
Knowledge of PAYGO products.
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