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Client Service and Administration Officer
4 days ago
Nairobi Full Time SAVE

Job Description

Our client is specialized in Printing & Fabrication of Indoor & Outdoor Signage and Advertising, Manufacture of Shop displays, fittings and fixtures.

Job Details

Job Summary

Responsible for client administration as well as performing  a range of administrative tasks to ensure the organization functions efficiently.


Direct – General Manager

Indirect – CEO/ Directors

Duties and Responsibilities

  • Operate as the liaison / lead point of contact for any and all matters specific to clients.
  • Build and maintain strong long lasting relationships with the clients.
  • Investigating and solving customers problems which might be complex or long standing problems which have been passed on by account management.
  • Handle clients’ requests in an efficient and timely manner.
  • Maintain communications with heads of other supporting departments.
  • Keeping accurate records of discussions or correspondence with clients both key and accounts handled by account management team.
  • Ensure clients instructions are accurately documented and addressed professionally.
  • Issue relevant quotations for jobs upon client requests.
  • Ensure that clients are communicated to and updated on job status at all times.
  • Receive and review feedback from customers and follow up to ensure customer satisfaction.
  • Develop and implement systems to record, file and store information pertaining to client enquiries.
  • Ensure customer satisfaction by effectively following up on customer complaints for timely resolution
  • Work closely with finance to ensure that collections are done effectively across all clients both key and minor, in a timely manner to boost cash flow.
  • Work closely with finance to ensure that clients are invoiced for products or services provided.
  • Act as general point of contact on telephones and by email and respond to general enquiries.
  • Provide support to the team as required, including the communication of all relevant information.
  • Research and book national and international travel and accommodation arrangements.
  • Organize meeting dates and venues, liaise with attendees and manage meeting arrangements.
  • Assist with the circulation of dates, agendas, papers and minutes of meetings.
  • Management of contacts database.
  • Maintain regular PC backup procedures.
  • Assist with the management of office resources  including supplies, communications, insurance, utility payments etc.
  • Distribute printed materials and maintain a log of all stock held in the office.
  • Assist with recruitment, staff inductions and updating office policies and procedures.
  • Process expense forms and petty cash and monitor in line with relevant policies.
  • Monitor and collate management information.
  • Any other duties within the scope of my work as may be assigned to me from time to time.
  • Undertaking any other duties, relevant to the scope of the job, which may from time to time be deemed necessary

Qualifications and Experience

  1. Bachelor’s  degree in Business Administration or any other related field.
  2. Minimum 4 years relevant working experience in customer service/ public relations at a signage, printing and branding related industry.
  3. Excellent knowledge of management methods and techniques.
  4. Should possess excellent customer service and written/verbal communication and presentation skills.
  5. Proficiency in English, both spoken and written.
  6. Working knowledge of customer service software, databases and tools.
  7. Awareness of industry’s trends and emerging issues in customer service.
  8. Ability to think strategically and to lead a team.
  9. Strong client-facing and communication skills.
  10. Advanced troubleshooting and multi-tasking skills.
  11. Customer service orientation skills.