We’re looking for a Phone Returns Officer for Kenya within the Retail Department who’s resourceful, organized, and proactive about getting things done. This position’s main objective will be to manage phone servicing, to ensure phones sent for repair are received by the customer within the stipulated SLAs. The position will report to Phone Returns Supervisor.
Key Functions and Duties
Data and Reportingq
Daily data entry on phones tracker on phones sent for repair
Daily updates on phones that are over SLA on the tracker
Stakeholder Management
Weekly check ins with Repair Centers
Resolve phone unlocking issues at the repair centers
Ticketing
Following up on queries raised by Repair centers within 1 hour
Daily send of SMSs to customers with phones over SLA via Freshdesk
Completing IMEI swap requests within 30 min
Resolve all phones follow up queries within 8hrs
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.
Minimumof1-year professional experience in customer service and stakeholder management will be an added advantage.
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