After Sales Service Desk Executives at TEF Consult

TEF Consult is looking for passionate and organized professionals to join our team as After sales Service Desk Executives. This role will be based in Moshi, Dodoma, Dar es Salaam, Mbeya, or Mwanza, and you will be directly reporting to the Head of After sales with a dotted line reporting to the Administrative Assistant.

Position Overview

As an After sales Service Desk Executive, you will act as the critical link between our customers and after sales service partners. Your primary responsibility will be ensuring customer satisfaction through the timely resolution of product faults while monitoring the productivity and service quality of D. light Service Partners.

Key Responsibilities

• Trace and track customers with product faults to ensure resolution within 48 hours.
• Verify Zonal Service request tickets for sufficient information before processing.
• Manage walk-in customers by receiving and returning their units after service.
• Troubleshoot product issues directly with customers.
• Assign tickets to the appropriate ASC (Authorized Service Center) or FT (Field Technician).
• Follow up on work order resolutions and confirm with customers if issues are resolved.
• Provide customer education and troubleshooting for retention.
• Monitor and follow up on new tickets and pending resolutions every 2 hours.
• Ensure customers pick up ready units promptly.
• Generate and share daily, weekly, and monthly service reports, including escalations and pending units.
• Escalate unresolved issues to Zonal Service Coordinators.

Key Performance Indicators (KPIs):

• Customer Effort Score: Monitor and improve customer satisfaction.
• Outbound Calls: Minimum of 70 daily calls.
• Long-term Pending Tickets: Maintain under 10%.
• CTAT (Case Turn Around Time): Ensure resolution within 48 hours.
• SVT (Service Visit Turnaround): Achieve 90% efficiency.

Desired Skills and Experience

• Educational Background: Diploma or Bachelor’s degree in Business Administration or a related field.
• Experience: Minimum of 1 year of relevant job experience.
• Technical Knowledge: Familiarity with MS Office and knowledge of solar product maintenance is an added advantage.
• Organizational Skills: Strong time management and organizational capabilities.
• Customer Focus: A proactive mindset for continuous improvement and customer satisfaction.