Technical Customer Representative - Kenya at BURN

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.