Customer Support Intern - Regional Service Centre

About the role

Sun King is hiring a Customer Support Intern for its Regional Service Centre in Nairobi (Westlands). The intern acts as the first point of contact for customers seeking aftersales assistance, including product repairs and replacements. The role covers receiving and screening faulty units, basic troubleshooting, processing repair and replacement requests, and coordinating the movement of units between the service centre and feeder shops.

Key responsibilities

• Serve as the main contact for walk-in customers and register their repair and replacement requests
• Perform initial screening and basic troubleshooting, then transfer units to technicians
• Evaluate cases against warranty, repair and replacement guidelines and explain timelines and procedures to customers
• Keep customers informed on case progress and follow up on pending or escalated issues
• Receive and record faulty units from feeder shops, tag them and hand them to technicians
• Process repaired units for dispatch to feeder shops and maintain accurate records of units received, awaiting repair, repaired and dispatched
• Report discrepancies, missing units, system issues and delays promptly
• Record customer interactions, service actions and inventory movements in the CRM and other aftersales systems
• Work within defined service timelines and coordinate with technicians, shop teams and field teams

Required profile

• 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

Required skills

• Effective customer service and communication skills
• Ability to coordinate with teams across functions to achieve service targets
• Clear verbal and written communication
• Ability to conduct basic troubleshooting and initial product screening
• Accuracy in documentation, record-keeping and system updates
• Ability to manage multiple customer cases and meet service timelines
• Practical, solutions-oriented approach and ability to work in a fast-paced service centre environment