Help Desk Administrator Job in Kenya

Reports to: Operations Manager

Key Tasks

• Deal directly with customers either by telephone, electronically or face to face
• Evaluate requests for service or complaints and enter into CRM system.
• Follow up progress on customer inquiries.
• Produce up to date daily reports
• Act as customer advocate and liaise on customer’s behalf with other staff when required.
• 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.
• Process orders, forms, applications and requests
• Direct requests and unresolved issues to the designated resource
• Interact with Technical Support to assist customers with trouble resolution
• Keep records of customer interactions and transactions
• Communicate and coordinate with internal departments
• Actively look for ways in which the service could be improved
• Respond to input from customers and support team (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 management team for improving the system and service to ensure that a longer term solution is provided
• Undertake customer satisfaction research
• Any other duties as assigned

Knowledge and Skills Requirements

• Degree/ Diploma in Business Administration, Computer Science or Information Systems preferred
• Knowledge of relevant computer applications
• Knowledge of customer service principles and practices
• Technical background (Telecommunications, IT, Network Solutions)

Qualified candidates should send CVs to recruitment@workforceassociates.net

Indicating current and expected salary.

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