About this role
Location: Kenya
About the role
- The Customer Service Intern will be based at a Regional Service Centre and will serve as the first point of contact for customers seeking aftersales assistance, including product repairs and replacements.
- The role will involve receiving and screening faulty units, performing basic troubleshooting and initial checks, processing repair and replacement requests in line with established guidelines, and maintaining accurate records in the relevant systems.
- The Customer Service Intern will also coordinate the movement of faulty and repaired units between the Regional Service Centre and feeder shops.
- This includes receiving and recording units, transferring them to technicians for repair, and arranging dispatch to the respective feeder shops.
- The role requires customer service expertise, attention to detail, compliance with established procedures, and coordination with technicians, shop teams and other internal departments to deliver an efficient aftersales experience.
- 1. Customer Service and Service Intake Serve as the primary contact for walk-in customers visiting the Regional Service Centre for repairs, replacements and other aftersales assistance.
- Receive and register customer repair and replacement requests in line with established procedures.
- Conduct initial screening and basic troubleshooting of faulty products before transferring units to technicians for further diagnosis or repair.
- Evaluate customer issues against applicable warranty, repair and replacement guidelines, referring cases that require technical assessment or further review.
- Explain the next steps, expected timelines and applicable service procedures to customers.
- Provide customers with updates on case progress and follow up on pending or escalated issues.
- Inform customers about proper product usage, basic maintenance, warranty coverage and available aftersales service channels
- 2. Regional Service Centre Operations Receive and process faulty units sent from feeder shops to the Regional Service Centre for repair.
- Record all incoming units accurately, including unit details, condition and source shop.
- Ensure all units are properly tagged and transferred to technicians for technical assessment and repair.
- Process repaired units for dispatch to the respective feeder shops, ensuring accurate system updates and documentation.
- Coordinate with feeder shops and logistics teams to facilitate the timely movement of units.
- Maintain accurate records of units received, awaiting repair, repaired and dispatched.
- Report discrepancies, missing units, system issues and delays promptly to the relevant teams.
- 3. Service Quality and Process Compliance Deliver professional and respectful service to customers visiting the Regional Service Centre.
Apply repair, replacement and warranty procedures consistently in line with established guidelines.
- Record customer interactions, service actions and inventory movements accurately and promptly in the CRM and other aftersales systems.
- Process customer cases and unit movements within defined service timelines.
- Coordinate with technicians, shop teams and field teams to resolve customer issues within the required timelines.
- Contribute to initiatives that increase awareness and use of Regional Service Centre services.