About Dodai:

Dodai Manufacturing Plc (Dodai), is a recently incorporated organization launched in Addis Ababa, Ethiopia on August 01, 2023. Dodai is a fast-growing organization with a mission of making e-mobility accessible to everyone in Africa through its innovative products and services. Dodai plans to provide brand-new electric two-wheelers by assembling them here in Addis Ababa and plans to expand to major regional cities in Ethiopia by the end of 2025. It’s thus looking to engage dynamic Ethiopian talent to ensure the achievement of its goals. 

Purpose of the Position:

The Customer Success Officer at Dodai is responsible for organising the repairs, maintenance, and diagnostics of e-bikes to ensure that all vehicles are in optimal working condition. 

You will directly contribute to customer satisfaction by ensuring timely and high-quality repairs in close collaboration with the Customer Success Manager. You will work under the supervision of the Customer Success Supervisor and play a critical role in maintaining the operational efficiency of Dodai’s repair processes.

Duties & Responsibilities:

Customer Support and Communication

• Act as a point of contact for customers who are inquiring about repair status or maintenance issues through in-person visits to the repair and maintenance center

• Update customers on repair timelines and ensure they are informed about the progress of their e-bike servicing.

• Escalate customer concerns or feedback to the Customer Success Supervisor for timely resolution.

Repair Coordination

• Assist in the organization and tracking of repair schedules, ensuring that all repairs are completed within the set timeframes.

• Maintain a record of all incoming and outgoing bikes for repair, ensuring no bikes are missed or lost in the process.

• Support the repair team by ensuring all necessary parts are available and tracking any shortages or delays.

Documentation and Reporting

• Ensure accurate and up-to-date documentation of repairs, including details of the work performed, parts used, and time spent on each repair.

• Support the preparation of weekly and monthly repair logs and performance reports for the Customer Success Supervisor.

• Maintain organized records for warranty claims, repair requests, and any related correspondence.

Inventory Support

• Assist in tracking parts and tools used during repairs to ensure that inventory is managed effectively.

• Collaborate with the inventory team to request and track parts restocks as needed for repairs.

• Monitor and report the status of spare parts, ensuring that the repair team has the necessary resources to carry out repairs without delay.

Team Collaboration and Support

• Ensure the workshop and reception area is maintained in an organized, safe, and clean environment.

• Collaborate with the Customer engagement team and Customer Onboarding team to ensure customer concerns related to repairs are addressed promptly.

Job Requirements

Qualifications 

Educational Requirements:

• Diploma or Bachelor's degree or equivalent required.

• A diploma or certification in mechanical/electrical engineering, automotive repair, or a related technical field is a plus or equivalent qualification

Experience:

• Prior experience in customer service, administrative support, or technical roles is preferred but not essential.

• Experience in a repair workshop or maintenance environment, especially with e-bikes, is advantageous.

Technical Skills:

• Basic knowledge of e-bike systems, mechanical components, and repair processes is beneficial.

• Proficiency in using standard office software (Microsoft Office Suite, Google Sheets, Docs, etc.).

• Familiarity with customer relationship management (CRM) software or repair tracking tools is an advantage.

Key Competencies:

• Strong organizational and time-management skills.

• Excellent verbal and written communication skills for interacting with customers and team members.

• Ability to handle multiple tasks simultaneously and prioritize effectively.

• Strong attention to detail and accuracy in documentation and inventory tracking.

• Customer-oriented mindset with the ability to handle inquiries or complaints professionally.

Behavioral Skills:

• Eagerness to learn and develop technical knowledge.

• Ability to work in a fast-paced, team-oriented environment.

• Proactive attitude with the ability to identify problems and suggest solutions.

• High level of reliability, responsibility, and professionalism.

How to Apply

Interested and Qualified Applicant can apply through THIS LINK