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Aftersales & Escalations Supervisor
About the role
The job holder will implement a process that will identify and develop the capability of BURN service centres and partners who will then deliver exceptional Aftersales and Carbon support for BURN products. The job holder will develop an evaluation framework & work with regional Service Centers/Stock points /Customer experience managers to assess the effectiveness of the Aftersales & Carbon Support model in the countries.
The role will ensure aftersales & carbon support (such as Customer education, Warranty Awareness, Household priming & booking, Efficient product replacement, System training & utilization, Aftersales close looping, Post repair/swap surveys, Service tracking through accurate data entry in BURN Nexus system).
Duties and Responsibilities:
- Implement the aftersales process & carbon support model in line with the laid down strategy.
- Provide aftersales & carbon training to call centre managers, aftersales & carbon support team, sales team, and field logistic team.
- Identify and vet service centre location, and define service level offering to ensure service accessibility, visibility and affordability for customers.
- Lead roll out of service network expansion plan based on business requirements ensuring adherence to BURN branding guidelines.
- Regularly evaluate the Service Center’s performance and audit the aftersales & carbon support activities every quarter.
- Share audit feedback with Factory Operation/Warranty/partners and follow up on improvement areas identified during the audit period.
- Responsible for the key regional aftersales KPI’s Target as set out on a Quarterly/annual basis: –
- Repair/Swap SLA
- Customer Satisfaction Index
- Customer Effort Score
- Aftersales Net Promoter Score
- Service touch point First Contact Resolution Rate.
KPIs
- Service / Swap Center network expansion based on quarterly targets. (100%)
- Training of new and existing aftersales & carbon support teams.
- A quarterly performance audit of Service / Swap Centers as per approved evaluation and audit criteria.
- Customer satisfaction Index> 4 on a 5-point scale.
- Effort score targets >4 on a 5-point scale.
- 100% timely utilization and accuracy of aftersales tool (Nexus) in all service centres.
- Pending work orders and customer units at the service centres>3 days.
- Weekly and monthly reporting of aftersales & carbon support activities.
- Tracking aftersales service & carbon support cost. (Weekly and monthly)
- Managing operation efficiency around aftersales service & carbon support.
- Supporting the collection & credit team with issues related to defective products.
BURN Ambassador
- Always maintain integrity and be a positive ambassador for BURN
- Strive for continuous improvement in the services that we offer our customers.
- Maintain an open and receptive attitude when receiving feedback and suggestions.
Skills and Experience:
- A degree or diploma in Electronics / Electrical, Computer science, Business Administration, or related field.
- Strong analytical & reporting skills
- Minimum of 3 years in an aftersales service role, desirably in a home appliance service centre or automotive service centre.
- Demonstrate understanding of the after-sales process, spare parts management, warranty aspects, and understanding of different levels of repair.
- Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives.
- Strong mindset for continuous improvement and meeting or exceeding expectations.
- Superior verbal and written communication skills (multiple languages will be an advantage), with an emphasis on tact and diplomacy.
- Business-driven, people-focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation, and time-management skills
- Passion for social enterprise, development of people, and environmental benefits
- Understanding of the aftersales process, spare parts management, warranty aspects, and understanding of different levels of repair.
- Excellent verbal communication and interpersonal skills
- Highly organized, punctual, and professional
- Proactive attitude and takes initiative to problem-solve
- Working knowledge & experience in using Ms. Excel for data analysis and reporting.
- Aftersales service role, Telco/home appliance function.
- Knowledge of PAYGO products.
Assistant Systems Coordinator (QMS)
About the role
BURN is currently seeking a highly organized and detail-oriented Assistant Systems Coordinator to oversee critical aspects of document control, Quality Management System (QMS), and Environmental Management System (EMS).
The ideal candidate will play a pivotal role in managing document-related activities, including assigning document numbers, uploading documents on the intranet, and ensuring compliance with customer and industry standards.
Duties and Responsibilities
- Lead all activities related to document control including assigning document numbers, uploading documents on the intranet, acquiring customer and industry standards, record retention, and maintaining a master log for all documents.
- Organize, track, and maintain information concerning the various aspects of the Quality Management System (QMS) and Environmental Management System (EMS).
- Assist in managing the Corrective and Preventive Action process by issuing and developing corrective actions in coordination with the process owners, preparing audit reports, following up on corrective action plans, and performing closeout activities.
- Be a key member of the internal audit team.
- Organize internal and external audits for QMS & EMS.
- Shall monitor the performance of QMS & EMS and report findings to the Systems Coordinator.
- Drive the continuous improvement of QMS and EMS through regular evaluation, review, corrective action, and employee involvement and participation in quality and environmental improvement initiatives.
- Any other duties assigned.
Skills and Experience:
- Degree in any science-related field.
- 1-2 years of work experience in QMS/EMS audits or both.
- Experience in managing and maintaining QMS and EMS in a manufacturing environment including working knowledge in corrective action process.
- Working knowledge of QMS and EMS document systems and control practices.
- Ability to coordinate efficiently to plan, and execute audits, and follow-ups.
- Knowledge of ISO 9001:2015.
- Internal Auditor in any of the management systems, preferably ISO 9001.
- Knowledge of ISO 14001:2015 is an added advantage.
- Excellent teamwork skills and excellent work ethic.
- Excellent presentation and communication skills.
- Analytical and problem-solving skills.
- Leadership, management, and time-management skills.
- Proficient in MS Office tools.
Grants Finance Officer
About the role
This position is pivotal within the grants department, tasked with assisting the grants team in monitoring deadlines, ensuring compliance with donors’ requirements, and supporting the project implementation team with reporting compliance.
This role is interdisciplinary, requiring close collaboration with the Monitoring, Evaluation & Learning (MEL) department, Finance, and project implementers. The incumbent will report to the Senior Grants Finance Officer. The primary objective of the Grants Finance Officer is to offer vital support in delivering high-quality programs and ensuring adherence to donors’ specifications.
Duties and Responsibilities:
- Assist in reviewing financial data to ensure full compliance with donor regulations and requirements.
- Maintain control over the grants filing system to ensure files are complete and organized.
- Support the smooth implementation of grant accounting activities, such as reviewing purchase requisitions, assigning budget codes, ensuring full compliance with procurement policies and procedures, and ensuring proper accounting.
- Assist in developing, updating, and regularly monitoring budgets and work plans for each grant.
- Support the preparation of monthly timesheets for grant-funded staff.
- Assist with all grant and financial audits, as well as financial reviews.
- Aid in updating and maintaining financial policies, procedures, and templates.
- Support in preparing detailed reports of each compliance review and other task assignments.
- Support in due diligence for project proposal development and writing.
Skills and Experience:
- Degree in Accounting/Finance or any relevant field.
- ACCA/CPA Qualification
- 3-5 years of experience working on projects funded by major international donors particularly USAID, DFID, Globa Affair Canada, EU
- Experience in managing finance/compliance for complex grants in sensitive settings.
- Familiarity with broader systems development including procurement, logistics and HR.
- Ability to work under pressure to meet tight deadlines.
- Ability to build productive working relationships with a multicultural and multidisciplinary team.
- Ability to work on own initiative and in the team.