Front Office & Customer Service Officer Job in Kenya

Position: Front Office & Customer Service Officer

Department: Client Relations Department

Role Objective: The role is to provide coordination and administrative support

Duties and Responsibilities

Being the Front Office & Customer Service Assistant-Customer Service Department, you are directly accountable for:

Customer Service Management

Receive & welcome all visitors into the company regardless of whether they are bringing in business or not.
Receive client requests relied through email and telephone and channel them to the persons concerned. Follow up to ensure that the requests are sorted on a timely manner.
Ensure that all visitors have a duly filled gate, clearly indicating the time in, the person visited 7 the exit time and that proper records are maintained on the same
Guide the visitors to the officers whenever they need to go.
Ensure that company’s magazines & product manuals are always available for the Customers.
Ensure that all customers/visitors are attended to without delay & that they are not kept waiting for long by constantly prompting the persons concerned.
Ensure that whenever an officer whom a client wants to see is not available, hand the client over to someone else who does the same duties as the officer.
Escalate instances that customers’ requests are not responded to as expected.

Administration Roles

Receive all mails including letters and distribute them accordingly
Receive & prepare all outgoing mails including letters.
Promptly receive with a receiving stamp all official mails with consultation of the Chief Operating Officer on instances where in doubt.
Ensure that reception office is always neat.
Ensure that all boardrooms are clean, neat & always ready for use.
Maintain a schedule of the use of the boardroom.
Custodian of all reception & boardroom equipment.
Ensure regular maintenance of fax & photocopying machines, office cameras & biometric machines.

Organizational Alignment

Reports to the Customer Relations Manager
Dealing with employees, visitors & client needs to provide efficient working system
Academic Qualifications
Diploma in Front Office Management & Customer Relations/Public Relations or;
A minimum of 2 years work experience in a similar position from a reputable organization preferably in the ICT sector
Skills and Knowledge Requirement

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 the 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