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Job Summary

Lead and manage the customer service function of the organization to ensure overall efficiency in service delivery and prompt feedback to clients so at to achieve a sustainable and long-term competitive advantage.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Department/Group:    Operations       
Location:    Nairobi   
Travel Required:    Minimal
Employment Level    Supervisory   
Position Type:    Full Time

Job Purpose:   
Lead and manage the customer service function of the organization to ensure overall efficiency in service delivery and prompt feedback to clients so at to achieve a sustainable and long-term competitive advantage. Drive the business performance of the division in order to maximize the P&L results and develop the business on a short and long term perspective.

Job Description   
Main Accountabilities:

•    Exercise a high level of organizational and time management skills
•    Meet and cater to deadlines that have been pre-defined
•     Able to make sound and timely decisions based on the current situation
•     Provide the highest level of service to customers including product information, suggestions of product troubleshooting, and familiarizing client with proper protocol to mitigate damage or loss of key hardware components
•    Resolve customer complaints, research complaint and initiate required corrective action to resolve problem (i.e.: arranging return, substituting product, shipping replacement product and process necessary documentation)
•    Grow and enhance the special projects product line and service offering to increase company Market share and contribute to the delivery of the growth target set out.
•    Ensure high level of service delivery through the provision of technical advice and support to operational management, irrespective of the service/product life cycle from inception to completion, placing emphasis on service performance, on time performance, Quality & efficiency.
•    Ensure Daily update on WRIKE with all incoming service calls and due allocation to the Service  and Maintenance
•    Preparation of maintenance schedule as is stipulated in the SLA& the Lease agreements.
•    Communicate to the relevant stakeholders on the scheduled and unscheduled maintenance to minimize disruption during service
•    Carry out any other duties that may be synched with the Customer Support role.
•    Coordinate timely deployment of technical staff
•    Ensure allocated teams are monitored for time and attendance
•    Ensure sufficient staff available for task completion
•    Ensure invoicing is done timely
•    Ensure compliance of procedures and work instructions
•    Ensure OUR CLIENT delivers Best in Class service
•    Maintain accountability and initiate disciplinary process with HR

Key Deliverables:
•    Service Performance Delivery
•    Improved efficiency, directly contributing to business performance
•    Effective allocation of resources
•    Cost efficiency, maximize time and staff utilization
•    Draw up Standard Operating Procedures in conjunction with HR/HOD
•    On time Performance
•    Training of staff

Role related Qualifications/Skills:
•    Relevant University degree in Customer Service Function  or any other
•    At least 3 years’ experience in customer service role
•    Deep knowledge of service &operational processes to ensure high quality of workflow
•    Business acumen
•    Good communication skills
•    Leadership skills

Role Related Competencies (Behavioral Indicators):
•    Maintain a good relationship with top 10 clients
•    Company reputation and brand
•    Total Compliance and governance
•    Service and operational delivery
•    On time performance

Role-related Performance Indicators:
•    Team Player
•    Ability to focus on task (self-management)
•    Problem solving skills
•    Attention to detail 
•    Good communication skills
•    Good collaboration skills
•    Ability to drive and deliver results
•    Build value-based relationships
•    Analytical ability and problem solving
•    Attention to detail 

NOTE
The job responsibilities listed in this form are the standard associated with the performance of the job. The description is not intended and shall not be interpreted as a comprehensive list of all tasks, duties and/or responsibilities of the position.

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