Customer Support Intern - Regional Service Centers

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 1 - 2 years
• Location Nairobi
• Job Field Customer Care, Success and Service , Internships
• 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
• 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.
• 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.
• 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.