Customer Support Intern – Regional Service Centers assists with customer service and service center operations, requires a relevant Bachelor’s Degree and 1–2 years customer service experience. Full-time role in Nairobi.
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.
Responsibilities
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
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.
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.
Qualifications
A
bachelor’s degree in a relevant discipline.
At least
1–2 years of experience in customer service, aftersales, service centre
operations, technical assistance, shop operations or a related field.
Experience
handling walk-in customers in a service or repair environment is an added
advantage.
Basic
technical knowledge of electrical, electronic and solar products is an
advantage.
The
ability to coordinate with teams across different functions to achieve service
targets.
Effective
customer service and communication skills.
Clear
verbal and written communication skills.
The
ability to conduct basic troubleshooting and initial product screening.
Experience
in ensuring accuracy in documentation, record-keeping and system updates.
The
ability to manage multiple customer cases and meet defined service timelines.
A
practical, solutions-oriented approach to customer issues and service delivery.
The
ability to perform effectively in a fast-paced service centre environment.
