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.
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
Train clients on how to operate the
equipment correctly on site that have been commissioned.
Manage all customer complaints
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.
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
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.
Call Centre Agent
To answer incoming calls from
customers, respond to inquiries, handle complaints, troubleshoot problems,
provide information and maintain client and compliant database
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
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
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
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
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
Qualification or experience in customer
service or contact centre operations will be an added advantage
Excellent personal presentation and
Administration oriented and speaks
Proficient in relevant computer
Possess product and operations technical
Knowledge of call centre telephony
Good data entry and typing skills.
Knowledge of administration and
Key Competencies and Skills
Excellent people /customer service
IT/ data entry and administration
Excellent communication skills both
verbal and written.
Good problem analysis and solving
Good administrative and process
Good listening skills.
Good organizational skills.
Pays attention to detail with good
Qualified candidates are encouraged
to send their applications through firstname.lastname@example.org on or before 16th
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