23 jobs found in Customer Service

Our Client in the ICT industry is currently looking to hire a Front Office Admin. POSITION OVERVIEW This position is responsible for offering administrative and coordinative support to the entire organization.  This is through acting speedily and timely on requests made from our customers. JOB RESPONSIBILITIES Prompt responsiveness on calls Ensure to answer all calls by the second ringScreening all calls as requested, rerouting calls to their proper recipient, taking and relaying messages immediatelyEscalate to the HOD after one hour on instances where a customer’s request was not responded within the hour.Ensure to sort out mails and hand over to the respective staff within 10 minutes after receipt of the mail Ensure excellence in handling of customers and visitors Ensure that all customers and visitors are attended to within a maximum time of 15 minutesGuide visitors to the offices they need to goOrganize a weekly boardroom schedule and maintain it for optimal use Generate sales for the company Ensure generation of 4 sales leads per month Ensure 100% compliance on CRM/ERP Login of all calls in the system with clear distinctions of what the calls relate to. Real time update on CRM/ERP on all activities undertaken Ensure 100% Compliance to ISO 9001:2015 Strict adherence to company policies and ISO 9001:2015 standards and procedures daily   ORGANIZATIONAL ALLIGNMENT   Reports to:                Customer Service Manager QUALIFICATIONS                                                                  Academic Qualifications Bachelors in Front Office Management & Customer Relations/Public Relations or; A minimum of three (3) years work experience in a similar position from a reputable organization preferably in the ICT sector Skills and Knowledge Requirements  Interpersonal skills Easy to contact and to communicate and work with Exhibits a sense of urgency when necessary Good oral and written communication skills Ability to issue and explain good instructions Working knowledge of computer systems, ability to learn CRM input, retrieval and use. Understanding of proper use of work orders, priorities and schedules Ability to work in a team environment, fully supporting the goals and objectives of the sales, maintenance and operations efforts. Client service and public interaction skills Effective verbal and listening communications skills Ability to read and write to record pickups and maintain daily records Personal Attributes  Be honest and trustworthy Be respectful Possess cultural awareness and sensitivity Be flexible Demonstrate sound work ethics Deal with the public in a positive, courteous and respectful manner

Yusudi is an award-winning social enterprise. We find tactical solutions to the professional and cultural challenges that you are facing in the workplace. Since 2016, Yusudi has been at the forefront in providing innovative learning paths that boost career success and inspire more meaningful career lives for over 500 youths. We have been featured by World Bank’s InfoDev as leaders in the youth development space in Kenya (read here: https://bit.ly/2N2k7et) and we were recently awarded as the best enterprise in the Education and Employability sector in Kenya during the 2018 Nairobi Innovation Week (read here: https://bit.ly/2OMCAvS). Read more about us here www.yusudi.co We are accepting applications from qualified graduates who are looking to grow their careers. Learn how to use your unique talents for professional development through an interactive, 5-month, full-time practical program designed to develop your career and business skills, and support your success in a chosen path During the first part of the program, you will develop your self-concept to understand your values, what you are good at, what are your areas of improvement and create a career and learning journey to grow in those aspects. EXPECTATIONS You can expect:  A 1-month high-level Skills training at, designed to develop your professional skill set. All the workshops will teach transferable skills, designed to be beneficial across a range of industries and career paths, but also give information and advice specific to the employer. PAID Internship placement (Monthly stipend) in one of our partner companies designed to lead to longterm employment (87% recruitment rate)Exclusive access to company facilities, and an inside look at the structure and culture of various employers  An opportunity to mingle with and gain advice from recent graduates and key recruiters.Certificate upon successful completion of the programOn job coaching during the training and at the internship levelLifelong opportunity to be part of a professional alumni community We focus on developing your business skills and soft skills through  Workshops, guest speakers, and online training. Up-skilling in areas you have basic skills but don't feel comfortable enough. A PAID Internship in a company that we have pre-selected During the last part of the program, we support you in gaining skills to sell yourself to companies or to set yourself up as an entrepreneur. Who is Eligible?  We are looking to meet with motivated and enthusiastic youthful professionals from a variety of academic backgrounds, across all faculties, including (but not limited to) sciences, Commerce, Finance, Business Administration, Marketing, Digital Marketing, accounting, sales, and Business Development. The application criteria are as follows:  You should be a youth between the ages of 18 - 34You must be willing to learn and commit to the 1-month training and the 4 months of internship. You must be a Nairobi resident or are willing to move to Nairobi.You must commit to attending ALL the Training sessions, except in cases of evidenced illness or emergency.   Bachelors/Diploma in any background INTERESTS: Business Development, Sales, Digital Marketing and Marketing Apply Now  This is an exclusive opportunity and spaces are limited. We are interested in the most engaged graduates who will be committed to making the most of this exciting opportunity. The top 50 applications will be admitted into the program. Let us know why we should consider you! For further inquiries contact us at info@yusudi.co

Our client is a leading real estate development partner offering solutions that range from project management to co-development and property trading in the Kenyan real estate sector. They have a wide portfolio of blue chip clientele and partners having achieved unmatched recognition in the industry and effectively built its brand as a reliable delivery partner. Are you a young seasoned customer service agent who is confident, energetic, ambitious, resourceful and imaginative with the desire to challenge yourself? Are you interested in being part of a team focused towards transforming the real estate market in Kenya and beyond the East African region? If so, then this is the job you are looking for. Our client would like to fill the position of a Call Centre Agent. Purpose Statement of the Position The jobholder will answer incoming calls from customers, respond to inquiries, manage complaints, provide general information & troubleshoot significant customer service problems. Key Outputs  Through the use of our CRM, contact potential customers by phone and sell the company’s product proposition with aim of converting into sales.Deliver prepared sales scripts to persuade potential customers to purchase the company’s product service offering.Manage the sale process through tele sales by conducting the following tasks - describe products and services, respond to questions, identify and overcome objections, obtain customer information, obtain possible customer leadsMaintain customer/potential customer data bases, follow up on initial contacts, complete records of telephonic interactions, orders and accounts.Make outbound calls to manage customer account and bill payments, rent reminders and follow up collections.Make outbound calls to manage customer’s queries around maintenance issues, resident/tenancy queries and updating the helpdesk to close all issues using first time resolution tactics.Periodically conduct customer satisfaction surveys to enhance the overall brand proposition.Understanding customer user journey as well as the company’s customer acquisition and retention program.Making outbound communications to: potential customers, existing customers and grievance handling at contact center through our digital platforms. Customer Service through Inbound Calls Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.For all inbound calls - handle customer inquiries both telephonically and by email, research required information using available resources, manage and resolve customer complaints and provide customers with product and service informationEnsure all new customers information is entered into system, update existing customer information and process orders, forms and applications.Problem resolution -identify and escalate priority issues, route calls to appropriate resource, follow up customer calls where necessary, document all call information according to standard operating proceduresComplete call logs and produce call reports   Minimum Requirement A Bachelor’s degree in Business Administration, a Diploma in Management or its equivalent.Prior work experience in a call centre is highly desirable.Tele-sales work experience is highly desirable.Demonstrated experience in customer service & customer acquisition programs.Knowledge of social media management.Knowledge of customer service practices & principles.Excellent data entry & typing skills with proficiency in working with a CRM.Excellent written & telephone communication skills.Passion for success & attention to detail.Keeps up-to-date with internal & external activities which may influence role.Proficiency with MS office, Windows environment. Key Attributes High customer orientation and problem solving abilitiesSensitivity to Business and Result OrientationAbility to simplify processes or demonstrate flexibility in role playStrong sense of Commitment, Integrity and Ownership to given tasks or pervious rolesAbility to handle stressful situations appropriately.A team player.   Good to Have for this role Energetic and enthusiasticWitty and good with social media conversation skills best if they have an active social profileIf they have lived in a hostel this would be added advantage as they can relate with productDrive for success and customer engagementRecent graduate as this an entry level job with promising career prospects How to apply: If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you. Please make your application through our website www.dorbe-leit.co.ke before close of business 11th July 2018.Only successful candidates will be contacted.

Our client is a global commodity merchant operating in over 40 commodity producing countries.They are currently looking to hire a Communications Manager.  The Communications Manager will be part of the Customer Experience unit which is responsible for engagement of investors and farmers.  Job Title : Communications Manager – Customer Experience  Reports to : Regional Director, West Africa  Job Summary The Customer Experience Unit is the custodian of the company’s customer experience. This unit works with diverse business teams and stakeholders to inform, strengthen trust and deepen the company’s engagement with farmers and investors. To achieve this the Customer Experience Unit develops content and works with the Human Resources Unit, Business Heads and technology team to empower operational teams with the information they need to consistently and seamlessly deliver the company’s customer experience. The Communications Manager in the Customer Experience unit will be responsible for designing, preparing and managing targeted and rich content, and working with operational, farmer and investor facing teams to deliver the information required to strengthen trust between the company and its farmers and investor partners. (S)he will also contribute to the strengthening the performance of the team and to the successful execution of the overall company’s strategy to leverage sustainable value chains to contribute to rural economic development. This role based in Accra requires someone with a clear understanding of what motivates farmers, communities, field teams and investors to engage with, trust and do business with our company. The individual must have experience managing relationships with a diversity of stakeholders. The individual must understand the company’s approach to developing successful customer and investor relationships and must be develop and support the delivery of the content, communications and messages required to build trust in the company’s activities. The ideal candidate will understand how to best communicate with customers, staff and investors and be able to work with diverse internal stakeholders to consistently deliver the company’s customer experience.  Key Responsibilities Design communications strategy to deeply engage and build trust between the company and its customers and investorsDevelop content required to support the company’s customer experience for farmers and investorsWork with operational teams to distribute content and messages developed for target audiencesWork with HR, Business Heads and technology team to train and empower staff, franchise holders and purchasing clerks with the information they need to deliver exceptional customer experience to farmers in the company’s supply chainTrack the effectiveness and return on communications with target audiencesContribute to strengthening the performance of the team and to the execution of the company’s strategy to improve farmer incomes and contribute to rural economic development  Education Qualifications A Master’s degree preferably in Communications, Psychology, Adult Education, Business, or related professional field. Work Experience A Minimum of 7 years relevant professional experience with a track record in communications strategy, effective multi-media communications (including, pictorial, radio, video etc.) and communications management.  Required Skills  Ability to communicate effectively with a broad spectrum of audiences across a variety of subjects based on demonstrated ability to understand audience needs/use for information and sound business judgementStrong sense of service to clients and demonstrated business development aptitudeStrong interpersonal skills, ability to build trust, openness to feedback and new ideasAbility to work in multicultural, multidisciplinary team and deliver high quality work within deadlines to meet objectivesGenuine commitment to sustainable community development 

Our Client is an ICT company currently looking to hire a Customer Service Coordinator. Job Description Project team Schedule and allocate the technical team to specific projects / sites.Coordinate the project team to deliver projects within time and budget constraints.Handover documents and supporting the project team with day-to-day tasks as appropriate to role.Supporting the Product Manager at project initiation meetings Project communication Create/update survey Diagrams, Risk & Issue logs.Communicate plans and progress of projects to the client.Cross check project requirements to ensure the appropriate level of quality assurance is maintained.Assist in peer reviews of others project deliverables.Interact with customers, project teams and other internal teams maintaining strong flow of communication.Acting as document librarian uploading project information onto on-line management systems such as our Internal Client Relationship Management System (CRM) and ERP.Manage Service Level agreements and facilitate their renewal.Support Customer Service Manager with reporting activities. Managing Call - outs Manage the deployment of small call-out solutions and projects for our internal & external customers.Manage the customer cancellation of solutions and components.Ensure that equipment requirements for operations & customer projects are approved. Project Efficiency Support of “best practices”; make recommendations to facilitate positive changes to the further development of project processes. Personnel Management Maintain records of personnel project assignments and provide a daily report to the Customer Service Manager and the Human Resource Manager.Directly in charge of time attendance of the technical personnel assigned.Follow up with the customer service manager to ensure that complains raised by engineers assigned are dealt with in the shortest time possible.Maintain a motivated technical team in line with the HR goals. Qualifications Academic Qualifications Diploma in Business Information Technology / Telecommunication and Information Technology / Electrical and Electronic Engineering or a Higher National Diploma in Telecommunication / Electrical & Electronic Engineering or a Minimum 2 years’ Information Technology Installation industry experience.Extensive certification in Project Management and customer care. Knowledge Requirements Proficiency in Microsoft Visual studio and Microsoft Project applications.Exposure to Prince2 Project Management Methodologies.Information Technology Project management

Our client is seeking to recruit a motivated and self-driven professional to fill in the following position in their Nairobi office:   Customer Service Agent   The Customer Service Agent will be responsible for responding promptly and effectively to incoming customer calls, chats and emails as well as providing technical support to customers.   Principal Accountabilities:   Handling and resolving customers’ issue via email, online chatting tools and phones (inbound and outbound)   Providing answers and solutions to the customers in a professional manner   Responding promptly and effectively to incoming customer calls, chats and emails   Ensuring that more complex customer issues are followed up and resolved in a timely manner   Developing customer relationships by maintaining contact at an appropriate level   Ensuring feedback on recurring customer issues is given to the Team Leader   Key Skills and Qualifications:   Diploma/ Degree in Customer Service or any related field   A minimum of 2 years’ experience in a contact centre environment   Strong organisational skills, with a proven track record of working under pressure and tight deadlines   Excellent communication, problem solving and interpersonal skills   A proven team player with a can do attitude. Flexible approach to working in a dynamic and often hectic environment

Job Title:  Client Relationship Assistant  Reporting to:  Marketing supervisor   Personnel reporting  to you:  None    Job objective:The position will be responsible implementation social media marketing and management clients’ relationship.  KPAs:Acquisition of new clientsClient retention Customer satisfactionTimeliness of service  Duties include :·         Manage clients queries (email, telephone, walk in, social media) ·         Creation and publishing of content on social media (Facebook, Instagram, twitter, LinkedIn, WhatsApp). ·         Participation in the company’s marketing projects. ·         Implement a content editorial calendar to manage content and plan specific, timely marketing campaigns. ·         Review all social media posts for the company ·         Manage company Helpdesk which includes assigning call to individuals follow up on closure and communication to clients ·         Promote content through social advertising. ·         Acquisition of new business through social media ·         Implement retention management strategies. ·         Identify and execute growth opportunities within assigned portfolio ·         Identification  and communication of customer satisfaction areas ·         Ensuring company website has current and relevant content  KPMs :  New clientsCustomer satisfaction levelTurnaround time  Skills & EducationForm four levelDiploma in business management  or equivalent post-secondary training in customer serviceMinimum 1 years in a customer service  position with proven skills in management of helpdeskExcellent communication both in spoken and written English Excellent computer skills and social media awarenessAttention to details  

This January (2018) Yusudi LIFE SKILLS Training and PAID internship program is offering the youth an opportunity to get trained on the key soft skills that will help them stand out in the current labor market, then get a guaranteed internship where they can put these skills into practice. If you are a recent graduate looking to build your career and make a name for yourself in the working world, book your slot and apply now for our Life skills training program and gain experience coupled with extra skill set.  The 5-month program includes a one-month training on the specific key areas that Yusudi tailored from first hand information received from various employers and companies. These are: Communication with confidence: this has to do with speaking & writing in ways that will help you to get taken seriously in the workplace.Professional approach: this deals with correct workplace conduct and business etiquette.Self-Learning: this has to do with continuous learning in order to stay relevant in the very fast paced working environments.Entrepreneurship: this is about coming up with viable ideas and how to go about building them from scratch till they scale.Job related skills: this is a basic training on the key job areas in which we offer internship placements.  Thereafter, applicants who performed well during the training, get an internship placement for 4 months or more which, depending on how well they make use of the skills gained, could lead into long term employment. Yusudi offers internship placements in the following key areas: SalesBusiness DevelopmentContent and Digital MarketingBusiness Administration Customer service     Responsibilities     Yusudi Life skills training and Internship program requirements are as follows: You should be available full time for the duration of the program i.e. 5 months.You should have a degree/ a diploma in any field.You should reside within the Nairobi area during the duration of the program at least.You're main interest for taking up the program should be professional development so as to further your career. NB: Internship placement is dependent on your performance and attitude during training

Our Client is a Digital Marketing company currently recruting an Administrative intern Th Role Performs administrative duties for executive management.Responsibilities may include screening calls; managing calendars; meeting and events arrangements; preparing reports and financial data; customer relations.Requires strong computer and internet research skills, flexibility, excellent interpersonal skills, project coordination experience, and the ability to work well with all levels of internal management and staff, as well as outside clients and vendors.Sensitivity to confidential matters will be required.Provides clerical and minor technical support for the company.Record keeping responsibilities may include sales and expense reports, electronic database for prospective customers.Plan meetings and ensure that clients projects are within the timelines requiredManage and coomunicate with free-lance creatives  and the accountant to ensure deadline are metBasic book-KeepingAble to work independently with minimal oversight.

Our Client is an Insurance Brokerage Company  looking to employ an Assistant Underwriter in its Generak Insuerance Division – .  Reporting to the Managing Director this person shall be responsible for;   All functions relating to new business; Open & maintain records on the company IBMIS systemUnderstand quotations, complete proposal forms & prepare risk notesRaise invoices and collect premiumUnderstand policy documentsCorrespond with clients   All functions relating to renewals; Renewal correspondence & discussions with clientsRenewal correspondence with the various insurance companiesRaise invoices and collect premium    All functions relating to additions and deletions; Correspond with the various insurance companiesRaise invoices    All functions relating to claims; Carry out claims process from initiation until settlement   Client Servicing; Visit corporate clientsKeep clients updated of new developments in the industryProvide client monthly statementsConduct member education      Personal Attributes; Strong interpersonal skillsAbility to work under pressure, prioritise work and multi-taskGood oral and written communication skillsStrong organisational skills  Qualification & experience; Relevant degree or diplomaAn actuarial science or math background is an added advantageStrong Microsoft word & excel experienceStrong in records management & administrationAt least two year’s experience in operations in the insurance industry