Service Officer at Simusolar Ltd – Mwanza

This position is for people who have proven their capabilities as customer servicing and are ready to attend customers for servicing in collaboration with customer care representatives. They continue serving customers and provide customer feedback, ensure customer satisfaction after servicing, lesson learned and viable solutions for each task solved. Good communication skills, problem solving skills and flexibility are key to serving our customers better.

Role Summary:
Field service office is responsible to attend and complete all assigned service tasks on time. The role expects to reach our customers as soon as we can, serve them, retain them by solving their problems and leave them happy. The role include installations audits, re-installations, replacing defective parts, customer experience/usage surveys and reeducating customers whenever necessary.

Your responsibilities focus on customer service, including
1. Attending assigned tasks and complete them accordingly
2. Documentation of problems and solutions attended which causes, solutions and customer feedback
3. Communication: For all of the above, the service officer is expected to work closely with customer care, technical team and other departments.

(a) Customer servicing
Committed to serve
Replacements of defective parts
Device reallocation
Customer education
Make our customers happy

(b) Learn from customer’s experience
Develop documentation of field feedback
Ensure we have the correct information of the problem and viable solutions
Understanding the source of the problem and address it if its due to usages

(c) Work with customer care and technical team to priorities tasks and meeting customer expectations
Plan your tasks attendance in regard of time and cost
Advice customer care and technical team priorities
Understand customer service main objective and be a leader in achieving these

(d)Cost effectiveness:
Achieve the objectives above as cost-effectively as possible so we can keep our prices low for our customers.

Minimum requirements:
1 (one) year experience in customer servicing role
Certificate or Diploma in Marketing, Customer service, Sales, Logistics and other related fields

Service Officer must demonstrate the following:
Ability to multi task and stay focused
Initiative in improving customer servicing procedures
Ability to set plans, and budgets that balance servicing and economics;
Demonstrated ability to work proactively and constructively with all departments;
Demonstrated ability to utilize company’s technologies.
Strong communication skills.


Application should be made through

Application Deadline will be on 13/03/2018.

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