SIMUSOLAR TANZANIA

Job Description: Service Officer
Internal Overview:
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 officer 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 includes installations audits, reinstallations, replacing defective parts, customer experience/usage surveys and reeducating customers whenever necessary.

Responsibilities:
Your responsibilities focus on customer service, including (a) Attending assigned tasks and complete them accordingly (b) Documentation of problems and solutions attended which causes, solutions and customer feedback (c) 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

Prerequisites:
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 an ability to work proactively and constructively with all departments;
• Demonstrated ability to utilize company’s technologies.
• Strong communication skills.

How to apply:
Applications should be made through jobs@simusolar.com