Job Description

Citi After Sales Service Center Zimbabwe was established with an aim to provide professional service support to mobile phones and other electronic consumer products, and over the years has become a leading service brand for consumer electronics in South East Asia, Middle East and Africa. Currently, Carlcare is providing full-service support for TECNO, Itel & Infinix three worldwide famous mobile phone brands. Therefore, Citi After Sales Service Centre Zimbabwe wishes to invite qualified candidates to fill the position of User Experience Supervisor to be based in Harare.

Duties and Responsibilities

Below are the requirements and duties that will be required from the candidate;

User Experience Supervisor Responsibilities:

1.Manage Hotline Operations and ensure targets are achieved.
2.VOC - Customer complaint tracking and resolution： Ensure Customers are satisfied with the provided services. Identify issues, close loop and give feedback to the customer and convert them into “Satisfied Customers”.
3.Dealer Relationship and Satisfaction maintenance： According to the arrangement of the headquarters, visit dealers on a regular basis. Collect key account needs and suggestions. Maintain dealer relationships and satisfaction.
4.End User Satisfaction Maintenance: According to the mobile phone and home appliance after-sales service satisfaction report regularly released by the headquarters, analyses dissatisfaction cases to identify root causes and resolve issues to improve satisfaction outcomes in East Africa 2.
5.Shop Receptionist Management: Guide and complete the implementation of service processes such as receiving the devices and return the devices, and be responsible for the satisfaction of reception services.
6.Order Evaluation Rate: Responsible for this indicator in East Africa 2. For customers who have created a work order in Carlcare, arrange staffs to call them or invite them to use the Carlcare APP to evaluate our services in order to collect a certain percentage of user evaluations.
7.Training：Follow up on the work of trainers and regularly verify the quality of training provided to service center/hotline staff on our products and services. Monitor the completion of the trainer's weekly and monthly plans, showing trends of improvement.
8.Complete other tasks assigned by East Africa 2 Region Manager or HQ-User Experience Dept. on time.

Qualifications and Experience

User Experience Supervisor Requirements:
• Skilled in MS Word
• At least 2 years of work experience as a User Experience or any related field.
• Team Player and Team leader
• Self-motivated / Positive thinker
• Analytical Mindset

How to Apply

Candidates who feel they have met all the above-mentioned requirements to submit their latest CV’s with the day to day contact detail on the following email address provided below; [email protected] not later than 11th March, 2024. Hand delivered applications will not be received at this point.