Technical Representative

Job Summary

The Technical Representative (TR) is responsible for executing assigned maintenance and replenishment tasks for customers safely, professionally, and within strict SLAs. The TR protects customers from reaching 0 days by adhering strictly to engine-generated task priorities while maintaining high productivity and service quality.

Job Details

1. Task Execution & Productivity

• Execute all assigned tasks strictly in engine priority order.
• Protect Day 0–3 customers from running out of LPG or meter battery.
• Close all assigned tickets within defined SLAs.
• Maintain high daily productivity levels.
• Minimise reschedules and unreachable outcomes.

2. Customer Service & Professional Conduct

• Deliver respectful, professional service at all times.
• Wear full branded company attire and maintain a clean, presentable appearance.
• Communicate clearly and courteously with customers.
• Avoid rude behaviour, arguments, or misconduct.
• Represent the company positively in all interactions.

3. Data Accuracy & Customer Information Updates

• Update customer location data when discrepancies are found.
• Report customers who have moved, changed household size, or altered usage patterns.
• Ensure correct customer-to-asset linkage at all times.
• Follow repossession procedures strictly — never hand assets directly between customers.
• Prevent misuse of accounts or continuation of old accounts.

4. Reduction of Reschedules & Unreachable Customers

• Make genuine, verifiable contact attempts.
• Record accurate structured reason codes for uncompleted tasks.
• Escalate repeated no-access or unreachable cases to the Team Leader.
• Avoid unnecessary postponements.

5. Process Compliance & Integrity

• Follow all company SOPs without shortcuts.
• Do not manipulate or falsify job closure data.
• Do not bypass system controls or procedures.

6. Inventory Accountability

• Account for all inventory issued by Depot Stocks Clerk or Logistics team.
• Prevent loss, damage, or misuse of company assets.
• Return unused or faulty items properly.

7. Field Intelligence & Escalation

• Report tampering, fraud, unusual usage patterns, or safety concerns.
• Escalate risks or recurring operational issues promptly.

KPIs

• Daily productivity score
• Task list closure contribution (Day 0–3 & Day 0–7)
• Ticket SLA compliance
• Reschedule rate
• Unreachable rate
• Customer complaints
• Inventory variance
• Data accuracy updates logged

Requirements

• Diploma/Degree in any sales or any related field.
• Minimum of 1 year experience in sales, customer acquisition & support.

Key Capabilities:

• Integrity, Honesty, Commitment to Company goals
• Individual initiative good communication skills on the telephone and in-person
• Friendly and helpful interpersonal style 
• Ability to stay calm when customers are stressed or upset.
• Attention to detail.
• Fluent in English and Kiswahili

About Company

M-Gas Limited

https://mgas.ke/

M-Gas Limited is an LPG provider that leverages on its smart meter technology to offer clean cooking solutions to households. It adopts a Pay-As-You-Go model to render last-mile delivery services to all its customers.