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Customer Service Call Centre Agents 

Reports to: Customer Service Call Centre Supervisor

Purpose:

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Make outgoing calls to customers across BBOXX portfolio, in accordance with our after-sales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required.

Job’s Responsibilities

  1. Contact BBOXX customers by phone, and encourage adherence to payment plan
  2. Handle incoming calls and provide solutions/advice to customers
  3. Monitor and respond to incoming SMS
  4. Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
  5. Maintain and update customer data in Enterprise Resource Planning (ERP)
  6. Identify and escalate priority issues
  7. Complete call log
  8. Follow BBOXX sales and after sales processes                                
  9. Accurate data entry and navigation of ERP
  10. Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
  11. Receive incoming calls from customers with technical issues
  12. Respond by phone to requests for help or information made through our SMS system
  13. Escalate customer issues that are not easily solved by telephone
  14. Make calls in accordance to all relevant sales and aftersales processes

Person Specification and Desired skills

  1. Ideal candidate should have a diploma in any communication or business-related field and may have previous call Centre / sales experience.
  2. Excellent verbal communication skills
  3. Ability to understand and adapt to customer needs
  4. Excellent data entry skills and attention to detail
  5. Organization and time management
  6. Customer Service orientation
  7. Resilience when faced with stress; Positive attitude and energy
  8. Persuasiveness and problem-solving skills

Junior Repair Technician

Reports to: Repair Supervisor
Location: Distribution Centre (RUIRU)
Purpose: The repair technician will report to the Repair Supervisor and will be responsible for repair and refurbishment processes.

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Responsibilities:

  1. Repair and refurbish all BBOXX components/appliances
  2. Escalate all unsolvable issues to product support
  3. Follow BBOXX refurbishment processes
  4. Maintain a clean and tidy working Bench
  5. Use best practices in stock management
  6. Accurately report of all repairs and refurbishments.
  7. Diagnose issues using flowcharts & Bboxx online guides
  8. Replace parts using standard workshop tools
  9. Use BBOXX specific tools to re-programme control units
  10. Use BBOXX software to record repair and refurbishments
  11. Record all spare parts used
  12. Discuss issues with product support
  13. Use a root cause analysis framework to communicate clearly
  14. Regularly tidy the refurbishment area
  15. Make suggestions for processes improvement
  16. Share best practices on how to repair BBOXX products

Qualification and Specifications:

  1. Higher national diploma or diploma in electrical and electronic engineering or any other relevant qualifications.
  2. NITA/ERC T2 certification will be considered as an added advantage
  3. Experience of 1 year in electronics repair (e.g., home appliances)
  4. Problem solving skills and ability to understand new concepts
  5. Proficiency in Microsoft software Possesses a proficiency certificate/ICDL in Microsoft office suite
  6. Resilient to stress with a positive attitude
  7. Excellent oral and written communication skills as well as the ability to follow instructions
  8. Has good analytical & time management skills

Repair Supervisor – Ruiru

Reports to: Repair Manager
Location: Distribution Centre (RUIRU)

Purpose: As BBOXX continues to scale its business the equipment refurbishing workload is significantly increasing at distribution centers. A Repair Supervisor will manage the repair team and logistics officer in the repair room and will be a single report to the Repair manager (line). The Supervisor will be responsible for repair technician performance, through put, quality of repairs and reporting duties.

Responsibilities:

  1. Supervision of all aspects of the testing, repair and refurbishment process.
  2. Scheduling and monitoring of Technician activities
  3. Ensuring all processes conform to BBOXX policies and procedures
  4. Monitoring, implementation and recording of quality control processes
  5. Supervise and account for all stock management within Technical Department
  6. Training, coaching, development and appraisal of direct Technician reports.
  7. Reporting of any relevant issues, concerns, desired improvements, corrective actions, etc., to line Manager.
  8. Assist line manager and HR department in recruitment and disciplinary processes.
  9. Monitor repair center through put and suggest improvements
  10. Manage the disposal process
  11. Lead fire investigations along with the retail team in case of any fire incident and provide a report to the line manager and device team.
  12. Assist Repair technicians for product state change for products in the wrong product state
  13. Description of tasks:
  14. Daily team meeting to review, allocate and agree tasks.
  15. Prioritize activity daily and direct Technician’s duties.
  16. Communicate with Manager any issues that are or might affect departmental performance and for immediate remediation.
  17. Monitor and report any variance from BBOXX procedures including but not limited to repair process, refurbishment and stock.
  18. Follow up monitored units with the retail team
  19. Ensure the inventory of refurbish in for all products and main stock spare parts are updated in ERP at all times  
  20. Ensure we dispose on monthly basis to clear the disposal location.
  21. Ensure adherence to quality control policy through inspection and checks on products available for reissue and monitoring of longer-term QC testing of solar charged CU’s.
  22. Manage daily stock movements and stock locations and report any discrepancies’ immediately to the line Manager.
  23. Act as mentor for Team and assist in training, development and assessment of Technicians through daily monitoring of their work performance.
  24. Ensure that all BBOXX reporting is timely, accurate and relevant. Work with BBOXX specialists to continually improve monitoring and performance data and reports.
  25. Advise line Manager of existing or future anticipated Technical HR requirements in anticipation of change in workloads, peaks in activity, etc.
  26. At least 20% of the repair supervisor time will be spent doing refurbishments to better understand the processes and be able to guide the repair team.
  27. Monitor spares and tools and ensure the repair team has all they need to carry out their duties. 

Person Specification

  1. Technical degree (Electronics engineering or related fields)
  2. 3 years of experience in a technical position
  3. Problem solving skills and ability to understand new concepts
  4. Experience managing a team desirable
  5. Desire for self-improvement and career progression
  6. Proficient at using Microsoft computer software
  7. Positive attitude
  8. Honest and hardworking
  9. Must uphold transparency and integrity
  10. Organized
  11. Good communication skills

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