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Customer Service Coordinator Job in Kenya (KES 30K)

Customer Service Coordinator

Salary: KES 30k

Our client an ICT company urgently need to recruit the above position.

The role is to provide coordination and administrative support to the Operations Manager in delivering customer’s solutions on timeframes and within set budgets.

Roles
  • Responsible for maintaining project files;
  • Ensuring documentation is compiled and stored for future reference
  • Assisting in supporting “best project practices”. The role is responsible for the placing of equipment orders on behalf of the Operations Manager and the on time,
  • Delivery and accounting for such equipment into the client site.

Job responsibilities

Being the Coordinator – Customer Service Department, you are Directly Accountable for:

1. Project team
  • Schedule and allocate the technical team to specific projects
  • 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.

2. Supporting the Product Manager at project initiation meetings

  • Project communication
  • Create/update Network Diagrams, Risk & Issue logs,
  • Communicate plans and progress of projects to the clientCross 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 Microsoft Project Server.
  • Manage Service Level agreements and facilitate their renewal
  • Support Customer Service Manager with reporting activities.

3. 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, ordered and received on time, in the correct call-out Centers

4. Project efficiency
  • Support of “best practices”; make recommendations to facilitate positive changes to the further development of project and procurement processes.
  • Regular housekeeping of outstanding purchase orders.
  • Manage the backorder management process to show awareness inventory availability.
  • Any other duties required by the Customer Service Manager or Chief operations Officer.

5. Personnel Management
  • Maintain records of personnel project assignments and provide a daily report to the Customer Service Manager and the Human Resource Manager.
  • Evaluate the Leave schedule for the technical team to ensure that projects are handled within the scheduled time
  • Directly incharge of time attendance of the technical personnel assigned
  • Follow up with the HR office to ensure that complains raised by staff assigned are dealt with in the shortest time possible.
  • Maintain a motivated technical team in line with the HR goals.
  • Chair Staff assigned departmental meeting and ensure decisions raised are actioned

Organizational Alignment
  • Reports to the Operations Manager.
  • Dealing with Internal and External customers to improve business profitability.
  • This position may be assigned to support a Client account relations role.

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 compulsory

Knowledge Requirements
  • Proficiency in Microsoft Visio and Microsoft Project applications.
  • Exposure to Prince2 Project Management Methodologies.
  • Information Technology Project management.

Skills Requirements
  • Ability to prioritize and organize tasks in order of importance
  • Client service and public interaction skills
  • Team building and people management skills
  • Analytical and problem solving skills
  • Decision making skills
  • Effective verbal and listening communications skills
  • Ability to read and write to record pickups and maintain daily records
  • Stress management skills
  • Time management skills

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



If you meet the above minimum requirement send your cv to frank.vacancies@yahoo.com

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