Key Responsibilities  

• Provide an exceptional experience to EEA Zambia customers at all times
• Serve as a liaison between the Service Center Officers and other stakeholders
• Resolve customer requests, questions and complaints while frequently analysing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process

• Provide accurate product information to customers
• Supervise and monitor the disbursement of inventory (including accessories) in your Service Centre and other allocated Points of Sale (POS)
• Maintain up-to-date and accurate inventory records for Stock Audits
• Provide regular reports on sales, support, inventory, and customer data handling and management.
• Receive, assess, ship voluntary and deactivated kits and any damaged swap stock back to EEA HQ within one month of receipt at the Service Centre
• Ensure accurate and high-quality information is added into the EEA data system
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Managing customer Credit portfolios and ensuring catch up s are made at every engagement
• Manage administrative matters of the Service Center
• Help build/maintain a culture that recognizes and embraces EEA’s vision and values, always encourages success, and supports all employees
• Work closely with the Regional Service Center Managers to determine team needs, weaknesses, strengths, and areas of improvement.
• Support Service Center team with DB processes
• Support Regional Service Center Managers with equipment asset management, servicing, repair & maintenance logistics as required.
• Facilitate the co-ordination of weekly meetings with managing the attendance register, taking minutes and following up on agreed actions with relevant stakeholders.
• Report and escalate all major challenges to the CX Value Manager
• Proactively identify areas to continuously improve our Customer Experience

Required Skills and Experience/ Qualifications: 

• Minimum of one year experience serving in a Service Center
• Proficiency in Microsoft Office, Fenix DB, Powerhub and other Google products such as Forms, Sheets, Docs and Powerpoint
• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity