About the role
The Technical Customer Representative is responsible for in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossession.
The role will focus on driving the achievement of field installation & collection KPIs through close collaboration with Commercial teams, Field Logistics and Customer Experience.
The overall aim is to ensure prompt installation, timely swaps of faulty units, efficient portfolio management in the field, VOC collection and early resolution of issues impacting repayment & product usage.
Roles and Responsibilities:
Field Operations
Timely installation of assigned new sales units.
Execute repossession of products from delinquent customers.
Return retrieved stoves to the field logistics team.
Customer Interaction and Support
Conduct in-person verification of customers.
Provide comprehensive product education to customers, including payment, usage, and care instructions.
Conduct level 2 troubleshooting for reported issues at the customer's home before initiating product swaps.
Portfolio Management
Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection.
Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues.
KPIs
TAT on New Installations
TAT on escalated swap request
TAT on escalated field visits
Quality of TCR interaction score
CES/CSAT score
Skills and Experience:
Diploma/Certificate in Electrical or Electronics or equivalent work experience
Experience in field installations, technical support or a customer service role from known fast-moving home appliance brands, SHS, satellite or cable TV companies.
Excellent verbal and written communication skills.
Strong organizational and time management skills.
Ability to work independently and as part of a team.
Strong technical skills and the ability to troubleshoot and resolve issues
Strong customer service orientation.
Proficiency in ticketing solutions & mobile applications.
A valid driver's license is a plus.