Customer Service Coordinator Job in Kenya (KShs 60K)

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.