Overview
Regional Service Manager Jobs in Nairobi County, Kenya at Midea
Title: Regional Service Manager
Company: Midea
Location: Nairobi County, Kenya
Summary Description
Ensuring smooth operation of service department, meeting customer needs, and improve current aftersales flow and system
Key Result Areas
- ASP & Call Center appointments.
- Technical Support & Training to service technicians.
- KPI monitoring & action plan to improve service deliveries.
- High level of communication with ASP’s, Call Centers, Distributors, factories & Head Office
- Product quality Feedback to Factories
- Customer Satisfaction
- Cost / Revenue
Major Duties & Responsibilities
- Define and communicate customer service standards
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Service network planning.
- ASP/Call Center appointments
- Vendor negotiation & selection
- Ensure the necessary resources and tools are available for quality customer service delivery
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
- Analyse relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Liaise with company management to support and implement growth strategies
- Co-ordinate and manage customer service projects and initiatives
- Identify and address staff training and coaching needs
- Accept direction, follow instructions & work well with other people
- Focus availability of spare parts & accessories stock and delivery
Qualifications & Job Requirements
- Must have ability to get along with a broad customer base
- Ownership of all aftersales problems and problem-solving capability
- Must have good negotiation & vendor management skills
- Knowledge and experience of consumer durable industries customer service management, home appliance background is a plus
- In-depth knowledge of customer service principles and practices
- Ability to understand the product technicality & provide training to service engineers
- Graduate with Minimum 6 years of experience in aftersales service
- Work Location: Nairobi, Kenya, Africa
Get to know more: https://www.midea-group.com/