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Customer Service Coordinators Jobs in Kenya

Our client is an ICT Company currently recruiting IT Customer Service Coordinators

Job Responsibilities

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

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.
  • 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 client
  • Cross 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.

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

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.

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 Customer Service 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.

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 feel you fit the above role, please send your CV to jobs@alternatedoors.co.ke

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