Service Centre Manager job post at Appliance World Limited (AWL)

General Summary

Appliance World Ltd has a department that deals in repairing faulty electronics. We are looking to hire a Manager that will handle the division. Must be detail-oriented, highly organized, and able to work with little to no supervision and perform under pressure.

Duties and Responsibilities:

• Receiving Customers with a warm welcome.
• Receiving faulty items and getting clear and detailed information about the items from the Customers.
• Scheduling appointments for the customers and giving proper timing.
• Raising job cards for all items that are received in our Service Centre even if they are not LG items both manually and on System.
• Ensuring that diagnosis of items is done within 24hrs of receipt and repair done within 72 hrs maximum after collecting 50% deposit for repairing the item, if not covered under warranty.
• Ensuring that a daily operational report is made to capture information on how many items were collected and repaired on Google Sheets and reporting them to the Service Centre Manager and a copy of that must be submitted to the MD using the same Google Sheets.
• Calling customers to inform them to collect the repaired items and also give them a happy call to find out if their items are working properly.
• Ensure that when a customer is coming to collect his/her item, a Job Card is signed and it is the very thing used to identify his item.
• Ensure payment is done for items where orders have to be placed and those that are repaired.
• Technician Allocation and follow-up of their work and monitoring the work done and checking up with customers to that effect.
• Collection of all the Customer Satisfaction reports from the field technicians and preparing a report on the productivity of the technicians and how the customer is rating them and presenting the data as it is and presenting the data to the MD on a weekly basis, preferably every Friday.
• Keeping records of the time taken to resolve each complaint. This report should be shared with the Managing Director thrice a week.
• Work conditions:
• The position is based Appliance World Limited – Kampala, Bugolobi.
• Normal working hours at Appliance World Ltd are 8.30am to 6.00pm Mondays to Saturdays. However, your hours of work, whilst not being less than those stipulated above, depend on the extent of your workload at any particular point in time.

Person Specification:

• Minimum of a Bachelor’s Degree in Business and Administration.
• Client satisfaction skill is a must.

Kindly take note of the following guidelines;

1. Appliance World Limited, is an equal opportunity employer and does not charge a recruitment fee or any other fees at any stage of the recruitment process.
2. Internal candidates who meet the required specifications are encouraged to apply.
3. Make sure that your application letter, CV and certificates are attached as one PDF document.
4. Any form of canvassing will lead to automatic disqualification.
5. Only shortlisted candidates will be contacted.
6. Email your application to jobs@applianceworld.co.ug