Senior - Customer Care Executive at Defy Appliances

PURPOSE OF THE JOB:  

• To coordinate a section of the service function efficiently in order to provide superior after sales service to dealers, customers and the sales department in line with regional and national objectives.

KEY RESPONSIBILITIES:  

• Manage the service function effectively to achieve agreed service and sales objectives.
• Ensure achievement of Field KPI targets set by GCC, including but not limited to NPS, First-Time Fix (FTF), and Turnaround Time (TAT).
• Monitor service performance and implement corrective actions where required.
• Authorize and control service partner job allocations and related expenses.
• Monitor and control the usage and operating costs of company vehicles.
• Manage spares usage to minimize waste and ensure optimal stock availability.
• Drive additional sales opportunities through service partners.
• Act as the key liaison between field technicians and the Quality Assurance team.
• Provide accurate and timely field feedback to support continuous product quality improvement.
• Identify recurring issues and collaborate with QA to reduce repeat failures.
• Provide ongoing product knowledge and technical training to service advisors and service partners/technicians.
• Support performance management and skills development of field staff.
• Recruit, onboard, and replace agents and contractors as required to ensure operational continuity

MINIMUM REQUIREMENTS:

• Applicants should have a qualified artisan certificate and or BSC degree (Mechanical /Electrical engineering)/
• Qualified Artisans in possession of an appropriate trade test certificate with a Minimum of N.T.C. 3 or equivalent.
• At least 5 years in a supervisory/managerial position

Closing Date 14 April 2026