Recruitment by Hotpoint Appliances, Kenya

Hotpoint Appliances Limited, a leading supplier of consumer electronics and entertainment products has an exciting opportunity in their Engineering Division at the Mombasa branch.

They are seeking for talented, dynamic, self-driven and results oriented individual who is committed to performance excellence and participating in our growth strategy.
Job Title: HVAC Technician – Mombasa
Main Job Purpose: To install, maintain and repair heating, ventilation, and cooling units for both residential and commercial customers. Diagnose and repair of electronic, mechanical and electrical components of these systems. Diagnose diverse service issues, obtain any replacement parts, rectify system to manufacturer’s recommendations, and explain fully to customer what the issue is and what needs to be corrected.
Job Responsibility and Accountability
·         Fabrication and installation of ducts, AC installation, repair and service.
·         Provide exemplary technical service to all clients in order to ensure repeat sales through client satisfaction.
·         Receive or push to receive information from sales coordinators after which you move to site.
·         Complete the work as per the company standards in the shortest possible time.
·         Ensure good housekeeping standards in your work area.
·         Ensure your tool box is fully equipped and well maintained. (Maintain a daily checklist and report damage or loss of tools immediately for replacement).
·         Understand and interpret HVAC Drawings.
·         Train clients on how to operate the equipment correctly on site that have been commissioned.
·         Manage all customer complaints promptly.
·         Train Interns on installation and servicing of HVACR scope.
·         Maintain a site material usage record for re-ordering in good time.
·         Carry out site surveys when required.
Minimum Qualification
·         Diploma in Refrigeration and Air Conditioning or its equivalent.
·         Proficiency in VRF systems, installation and diagnosis; with a minimum of 2 years’ experience in their installation and diagnosis.
·         Basic knowledge of Electrical concepts related to Air Conditioning
·         Ability to work independently in a timely manner, making sure job is done correctly the first time
·         Must be a resident of Mombasa county
Other Key Competencies and Skills
·         Good execution skills.
·         Basic Health & Safety skills.
·         Good problem solving skills (trouble shooting).
·         Good analytical skills and attention to detail with ability to read and interpret blueprints, plans, and manuals.
·         High attention to detail
·         Excellent customer service skills with desire to exceed customer expectations.
·         Ability to work independently in a timely manner, making sure job is done correctly the first time.

Job Title: Call Centre Agent
Main Job Purpose: To answer incoming calls from customers, respond to inquiries, handle complaints, troubleshoot problems, provide information and maintain client and compliant database
Job Responsibility and Accountability
·         Answer phone calls and respond to inquiries by clarifying desired information, researching, locating, and providing information to the client.
·         Follow up with customers where necessary.
·         Resolve problems by clarifying issues, exploring answers & alternative solutions, implementing solutions and escalating unresolved problems.
·         Manage and resolve customer complaints by clarifying desired information, completing transactions and forwarding requests.
·         Maintain call centre database and update customer information in the system.
·         Document all call information according to HAL standard operating procedures and generate reports.
·         Enhance organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities and add value to job accomplishments.
·         Provide customers with product and service information.
·         Carry out customer call survey and document in the system (Salesforce and Orion).
·         Practice phone etiquette, greet the customer by name, speak in a clear, calm and friendly voice and repeat caller’s issue to verify understanding.
·         Relieve the receptionist at Head office over lunch break and when off duty
Minimum Qualification
·         Degree in Communication/ Public Relations or a related field
·         At least one year’s call centre agent /service industry experience or knowledge of customer service principles and practices.
·         Qualification or experience in customer service or contact centre operations will be an added advantage
·         Excellent personal presentation and telephone etiquette.
·         Administration oriented and speaks fluent English.
·         Proficient in relevant computer applications.
·         Possess product and operations technical knowledge.
·         Knowledge of call centre telephony and technology.
·         Good data entry and typing skills.
·         Knowledge of administration and clerical processes.
Other Key Competencies and Skills
·         Excellent people /customer service skills.
·         IT/ data entry and administration skills.
·         Excellent communication skills both verbal and written.
·         Good problem analysis and solving skills.
·         Good administrative and process skills.
·         Good listening skills.
·         Good organizational skills.
·         Pays attention to detail with good judgement skills
Application Criteria
Qualified candidates are encouraged to send their applications through careers@hotpoint.co.ke on or before 16th March, 2019.

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