Technical Customer Representative Coordinator - Ghana

About the role The Technical Customer Representative Coordinator will be the coordinator for all Technical Customer Representatives in the field.

Their 2 core roles will be :   They are the final checkpoint to ensure we issue products on credit (PayGo) only to the right customer (Customer profile in-person verification)  Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment   They will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training & utilization, replacement stock management & service tracking through accurate data entry in the BURN help desk system.  The role will focus on driving the achievement of field installation & collection KPIs through close collaboration with Commercial teams, Field Logistics and Customer Experience teams.  The overall aim is to ensure prompt installation, timely swaps of faulty units, efficient portfolio management in the field, VOC collection and early resolution of issues impacting repayment & product usage.

• Duties and Responsibilities Operational Coordination :   Implement and oversee the technical care model and network rollout (TCR Model) of TCRs in alignment with BURN IDC strategic goals.  Route planning - Plan and assign daily routes for confirmed sales, ensuring 100% planning for next-day delivery / installation.  Stock and Logistics Management :   Reconcile stocks between warehouse teams and TCRs while maintaining accountability for field inventory.  Coordinate with internal teams (sales, warehouse, logistics) and external vendors for efficient deliveries.  Team Management :   Supervise TCR performance, ensuring KPI delivery and conducting regular audits of field activities.  Provide coaching, and continuous capacity building for TCRs to ensure consistent service delivery.  Process Improvement :   Identify and escalate process improvement opportunities to Commercial Leadership for optimization.  Data and Reporting :   Monitor and report KPIs, analyze trends, and recommend actionable insights for continuous improvement.  Ensure data accuracy and integrity within BURN systems.  Customer Support :   Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions.  Manage pick-up and returns of swapped and repossessed units.  Cross-functional Collaboration :   Act as a liaison between Commercial, Field Logistics, and Customer Experience teams to drive shared objectives.  Support credit management efforts through collaboration with commercial teams.  KPIs   Installation Timeliness :   Ensure 100% of installations are completed within SLA timelines (currently within 48 hours of sales confirmation)   TCR Productivity and Utilization :   Achieve a 100% daily task completion rate for assigned TCRs.  Maintain a minimum of 5 installations per day per TCR across the network.  Stock and Inventory Accuracy :   Maintain 100% reconciliation of field stock (received vs.

utilized vs.

returned).  Ensure zero tolerance for lost stocks  Faulty Unit Replacement and Repossession :   Execute all swap requests for faulty units within 3 working days or as per updated SLA timelines.  Ensure repossession turnaround time is under 5 working days or as per updated SLA timelines.  Reverse Logistics Management :   Ensure a 100% retrieval rate of all faulty or repossessed units within SLA timelines.  Establish proper documentation and data entry for 100% of returned units in the system.  Ensure that 100% of retrieved units are received in warehouses.  Customer Feedback and Satisfaction :   Collect Voice of Customer (VOC) feedback for each customer visit with actionable insights reported monthly.  Maintain a high Customer Satisfaction Score (CSAT) as defined by the business  Credit Management Support :   Support commercial teams in credit management   Contribute to  >

95% monthly repayment rates for managed customer portfolios within the first 90 days of installation by resolving field issues impacting repayments.  Data Accuracy and Reporting :   Ensure 100% data accuracy in the system, with all field activities and stock movements logged in real time.  Submit daily, weekly and monthly performance reports to the quality and retention manager  Training and Development :   Ensure that all TCRs undergo a minimum of one training session per month on technical and operational best practices.  Skills and Experience : Qualifications :   A degree in Electronics / Electrical, Telecommunication, Business Administration, or a related field.  Experience :   At least 5 years in an operational support role, preferably in a PayGO organization.  Proven experience in route planning, delivery management, reverse logistics, and field team coordination.  Familiarity with customer repayment collection processes and credit portfolio management.  Technical Skills :   Basic knowledge of installation and troubleshooting of electronics is a plus.  Proficiency in data reporting and analytics.  Soft Skills :   Strong cross-functional coordination and stakeholder engagement skills.  Excellent verbal and written communication with an emphasis on tact and diplomacy.  Ability to manage distributed teams across diverse geographical markets.  Other Requirements :   A valid driver's license is a plus.  Demonstrated commitment to continuous improvement and meeting / exceeding expectations.

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