Job Title: Customer Service Coordinator

Reports To:
Customer Service Manager

Position: 1

Salary: 60,000

Role Objective
 
The customer service representative will be responsible for maintaining project files; ensuring documentation is compiled and stored for future reference and assist in supporting best project practices.

Duties and Responsibilities
  • Deal directly with customers either by Telephone, Email and Face to face
  • Follow up on progress on customer inquiries to ensure customer satisfaction.
  • Cross check projects requirements to ensure the appropriate level of quality assurance has taken place, assist in peer review s of others project deliverables.
  • Manage the backorder management process to show awareness inventory availability
  • Raise job cards as per the customer orders on the LPO
  • Support Customer Service Manager with reporting activities.
  • Acting as document librarian uploading project information onto on-line management system such as client Relation Management System (CRM) and Microsoft Project Server.
  • Analyze, evaluate and resolve customer enquiries at the first point of contact
  • Deal with customer complaints and resolve them with a positive problem-solving attitude.
  • Direct requests and unresolved issues to the designated resource person.
  • Interact with production department to assist customers with trouble resolution
  • Keep records of customer interactions and transactions
  • Actively look for ways in which the service could be improved
  • Coordinate  the project team to deliver projects within time and budgeting constrains
  • Support product manager at project team with day to day tasks as appropriate to role.
  • Respond to input from customers and production department (complaints, praise and concerns) to help us identify better ways of providing the service
  • Identify root causes of issues and put forward proposals to the directors for improving the system and service to ensure that a longer term solution is provided.
  • Undertake customer satisfaction research.
  • Any other duties as assigned.
Qualification

Academic Qualification:
  • Diploma in Business Information Technology/ Telecommunication and Information Technology/ electrical and Electronic engineering or a Higher National Diploma in Telecommunication.
  • 2 years minimum experience in Information Technology Installation Industry experience
  • Extensive certification in project Management and customer care.
Knowledge Requirement.
  • Proficiency in Microsoft Visio and Microsoft project application
  • Exposure to prince2 projects  management Methodology
  • Information Technology project management.
Skills and Interests
  • Client service and public interaction  skills
  • Team building
  • Analytical and problem solving skills
  • Decision making skills
  • Effective verbal and listening communications skills
  • Ability to read and write to record pickups and maintain daily records.
ONLY those FULFILLING THE REQUIREMENTS of the positions should email their application together with a detailed CV in Word Format and indicating your Current and Expected Salary and Availability, via email to dafina@wananchi.com . 

Not later than 21ST September, 2012.

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