Back Office Executive

Job Type: Full Time

Qualification: BA/BSc/HND

Experience: Location: Nairobi

Job Field: Customer Care, Success and Service

Key Responsibilities

Customer Service & After-Sales Support

• Build and maintain strong customer relationships through regular after-sales and after-service follow-ups.
• Conduct customer satisfaction follow-ups to enhance brand loyalty.
• Coordinate and monitor monthly model survey follow-ups.
• Support service campaign planning, field visit coordination, and customer camp invitations.

Service Operations & Reporting

• Monitor and track daily First Call Resolution (FCR) reports from all 3S centers and field teams.
• Maintain and update the daily Service Register Excel tracker.
• Analyze service data to identify trends and recommend improvements.
• Generate regular service performance reports.
• Monitor Service on Wheels (SOW) field reports and follow up on pending actions.
• Review Field Feedback Reports (FFR) and other field service reports.
• Prepare and submit reports to Head Office through approved applications and email platforms.

Warranty, AMC & Spare Parts Coordination

• Monitor warranty claims, tracking activities, and warranty reports.
• Track Annual Maintenance Contracts (AMC) and maintain accurate reports.
• Follow up on spare parts sales activities.
• Coordinate spare parts orders from dealers and retailers.
• Monitor Service on Wheels (SOW) spare parts sales follow-ups.

Data Management & Administration

• Manage service-related databases and documentation.
• Maintain accurate service records and reports.
• Support effective communication between field teams, dealers, retailers, and Head Office.
• Perform reporting activities using company applications and email systems.

Qualifications & Requirements

• Proficiency in computer applications.
• Background in customer service.
• Strong analytical skills.
• Excellent communication skills.

Key Competencies

• Customer relationship management.
• Data analysis and reporting.
• Administrative and organizational skills.
• Strong attention to detail.
• Analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Strong time management and multitasking skills.
• Proficiency in Microsoft Office and digital reporting tools.

• Build and maintain strong customer relationships through regular after-sales and after-service follow-ups.
• Conduct customer satisfaction follow-ups to enhance brand loyalty.
• Coordinate and monitor monthly model survey follow-ups.
• Support service campaign planning, field visit coordination, and customer camp invitations.
• Monitor and track daily First Call Resolution (FCR) reports from all 3S centers and field teams.
• Maintain and update the daily Service Register Excel tracker.
• Analyze service data to identify trends and recommend improvements.
• Generate regular service performance reports.
• Monitor Service on Wheels (SOW) field reports and follow up on pending actions.
• Review Field Feedback Reports (FFR) and other field service reports.
• Prepare and submit reports to Head Office through approved applications and email platforms.
• Monitor warranty claims, tracking activities, and warranty reports.
• Track Annual Maintenance Contracts (AMC) and maintain accurate reports.
• Follow up on spare parts sales activities.
• Coordinate spare parts orders from dealers and retailers.
• Monitor Service on Wheels (SOW) spare parts sales follow-ups.
• Manage service-related databases and documentation.
• Maintain accurate service records and reports.
• Support effective communication between field teams, dealers, retailers, and Head Office.
• Perform reporting activities using company applications and email systems.

• Proficiency in computer applications.
• Background in customer service.
• Strong analytical skills.
• Excellent communication skills.
• Customer relationship management.
• Data analysis and reporting.
• Administrative and organizational skills.
• Strong attention to detail.
• Analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Strong time management and multitasking skills.
• Proficiency in Microsoft Office and digital reporting tools.

• BA/BSc/HND
• Proficiency in computer applications.
• Background in customer service.
• Strong analytical skills.
• Excellent communication skills.