Aftersales Service Desk Executive
About the Role
The Aftersales Service Desk Executive serves as the key link between customers and aftersales service partners by ensuring customer concerns related to product faults are handled efficiently and resolved within the required turnaround time.
The role focuses on customer support, service ticket coordination, troubleshooting, follow-up, and monitoring service quality to ensure high customer satisfaction and operational excellence.
Key Responsibilities
1. Customer Support & Issue Resolution
- Trace and track customers experiencing product faults and ensure issues are resolved within 48 hours.
- Confirm with customers after service intervention to ensure problems have been fully resolved.
- Troubleshoot products directly with customers before assigning technical support.
- Educate customers on proper product use and preventive care.
2. Service Ticket Management
- Qualify zonal service request tickets by verifying completeness of required information.
- Assign tickets to relevant service teams, including authorized service centers and field technicians.
- Monitor ticket progress and ensure timely resolution.
- Follow up on unresolved tickets every two hours.
3. Walk-in Customer Support
- Attend to walk-in customers at the service center.
- Receive faulty units and coordinate return after repair.
- Ensure customers are updated throughout the repair process.
4. Service Partner Coordination
- Monitor productivity and service quality delivered by service partners.
- Escalate unresolved matters to zonal service coordinators when necessary.
- Follow up on long-pending cases and ensure service standards are maintained.
5. Customer Retention & Follow-Up
- Follow up with customers whose products are out of warranty.
- Contact customers to collect ready units from service centers.
- Support retention initiatives through customer education and service follow-up.
6. Reporting
Prepare and submit:
- Daily escalation reports
- Daily call reports
- Walk-in customer reports
- Pending units reports
- Monthly service partner performance reports
Qualifications & Requirements
- Diploma or Bachelor’s degree in Business Administration or related field
- Minimum 1 year of relevant working experience
- Strong knowledge of MS Office
- Experience in customer service or service desk operations is an added advantage
- Knowledge of solar product maintenance is an added advantage
Required Skills & Competencies
- Strong communication skills
- Customer handling ability
- Problem-solving skills
- Good organizational skills
- Time management ability
- Attention to detail
- Ability to work under pressure
Performance Metrics (KPIs)
How to Apply
Qualified candidates should submit their applications to:
Human Resource Manager
Tanzania Empowerment Forum Limited (TEF Consult)
Email: info@tef.co.tz
P.O. Box 33542, Dar es Salaam, Tanzania
Or
Online Application: