Job Details

Location:

ZM

Title: Service Center Officer

Team: Customer Experience

Reporting: Service Center Coordinator

Location : Nchelenge

Duties: This is in non-exhaustive list, which will be subject to change from time to time

Key responsibilities

Duties: This is in non-exhaustive list, which will be subject to change from time to time

• Provide exceptional experience to EEA customers at all times
• Serve as a liaison between the customer and EEA.
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine best use of resources
• Diagnose technical issues with customer units and accessories and support the after sales service process
• Provide accurate product information to customers
• Support in the disbursement of inventory (including accessories) in your
• Service Centre and other allocated Points of Sale (POS)
• Contribute to ensuring up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Support the process of receiving, assessing and transferring voluntary and deactivated kits and any damaged swap stock back to EEA Zambia HQ within one month of receipt at the Centre
• Ensure accurate and high quality information is added into Engie data system
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Ensure all EEA customers have a great end-to-end customer experience