Technical Customer Representative - Kenya at BURN

About the Role:

The Technical Customer Representative will be in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossessions. The two key roles will be: 

• They are the final checkpoints to ensure we issue products on credit (Pay-Go) only to the right customers. 
• Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment 

The role will focus on driving the achievement of field installation, usage & collection KPIs through prompt installations, adequate customer training and overlay onboarding of the right customer.

Working Days: Monday to Saturday
Duties and Responsibilities:
Field Operations

• Timely installation of assigned new sales units.
• Execute repossession of products from delinquent customers.
• Daily stock reconciliation i.e. sales units, faulty units, repossessed units & swap units

Quality of Sales

• Conduct in-person verification of customers.
• Provide comprehensive product training to customers, including payment, usage, and care instructions.

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

Customer Support: 

• Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions. 
• Manage pick-up and returns of swapped and repossessed units. 

KPIs 

Installation Timeliness: 

• Ensure 100% of installations of the assigned units. 

Stock and Inventory Accuracy: 

• Maintain 100% reconciliation of field stock (received vs. utilized vs. returned). 
• Maintain 0% stock variance.

Faulty Unit Replacement and Repossession: 

• Ensure 100% of the assigned unit’s swap.
• Ensure a 100% retrieval rate of all assigned and faulty or repossessed units.

Customer Feedback and Satisfaction: 

• Collect & share voice of Customer (VOC) feedback for each customer visit.

Credit Management Support: 

• Maintain >98% monthly repayment rates for approved and onboarded customers.

 Skills and Experience 

Qualifications: 

• A certificate or diploma in Electronics/Electrical, Telecommunication or a related field.

Experience: 

• >6 months’ experience in electrical installations, especially in Pay Go space.
• Proven experience in sales planning and delivery management.
• Familiarity with customer repayment collection processes and credit portfolio management. 

Technical Skills: 

• Basic knowledge of installation and troubleshooting of electronics is a plus. 

Soft Skills: 

• Strong customer engagement and support skills. 
• Excellent verbal and written communication with an emphasis on tact and diplomacy. 

Other Requirements: 

• Demonstrated commitment to continuous improvement and meeting/exceeding expectations.