Customer Service Coordinator Job in Kenya

Due to first and sustainable growth our client, an ICT firm in Kenya requires a suitable candidates to fill in the following position

Job Title: Customer Service Coordinator

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 in Business Administration, Computer Science or Information Systems preferred
  • 2 years experience
  • Knowledge of relevant computer applications
  • Knowledge of customer service principles and practices
  • Technical background (Telecommunications, IT, Network Solutions)
  • Excellent interpersonal skills
  • High levels of professionalism, enthusiasm and a ‘can do’ attitude
  • Strong interpersonal skills, ability to work with diverse groups
  • Must be able to effectively handle stressful situations
  • Attention to detail and accuracy
  • Analytical skills
  • Excellent negotiation and conflict resolution techniques
Interested candidate should send their CVs to recruitment@workforceassociates.net on or before 5th April 2011.

You can also visit www.kenyanvacancies.com for more jobs