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Career Opportunities at an ICT Solution Provider in Kenya (35K)

Vacancy Announcement: Customer Service Agent

Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service, industrial and financial sector, home office and small medium enterprises. .

Over the years, they developed a product portfolio of fleet management solutions both hardware and software, tracking services, custom application, smart card applications and solutions, matrix Gemini laboratory information system and enterprise mobility solutions.
In line with the business demands driven by rapid growth, they are looking for a qualified, highly competent, talented and results driven individual to fill the position of a Customer Service Agent.
Job Purpose / Summary: The job holder will be responsible for providing customer care service to all the company clients while enhancing customer satisfaction levels at all times. 

The job holder will be the point of contact between the company and the clients.

Duties and Responsibilities
 
Customer Service
  • Assisting clients on how to log into the company system
  • Creating and maintaining an effective client log
  • Advising clients on new products or any developments made on products
  • Follow up on installations to ensure clients satisfaction with the services
  • Handling customer complaints and ensuring settlement within 24 hours adhering to the Standard Operating Procedures
  • To remain as a basic point of contact for customers with requests, feedback queries and complaints
  • Ensuring timely and professional responses to all requests, feedback, queries and complaint
  • Analyze what the customer say they need then tailor it to what the company offers
  • Managing all customer inquiries through phone calls and emails and ensure compliance of policies and procedures
  • Developing and maintaining professional relationship with colleagues and stakeholders so as to provide professional customer care services
  • Providing tracking details to the clients
  • Organizing for rechecks for vehicles which needs servicing
  • Ordering and distributing tracking device to the technicians
  • Preparation of bank reports
  • Preparation of client certificates according to the standard operating procedures
  • Ensuring the certificates are delivered to the right client
Evaluation
  • Client feedback
  • Reoccurrence  of client complaints
  • Ability to handle clients complaints within 24 hours
  • Initiatives to handle client complain
  • New ways of resolving clients complains
  • Timely preparation and submission of customer care reports 
Research & Reporting
  • Compiling clients complaints and researching on solution to this problems
  • Proper recording and scrutiny of complaints received
Minimum Requirements
  • Bachelor’s degree in business related field.
  • A 3 months valid up to date certificate of good conduct.
  • Minimum of 2 years of experience working in an ICT product driven environment offering customer care services.
  • Has basic ICT skills.
  • Customer service oriented with excellent communication skills.
  • Good leadership and influence skills geared towards business growth, staff motivation and customer loyalty.
  • Team player and relationship builder.
  • Ambitious and self-driven individual.
  • Ability to network and develop business relationships.
Salary budget: Kshs.35,000 Gross

Vacancy Announcement: Customer Service / Control Room Team Leader

Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service, industrial and financial sector, home office and small medium enterprises. .

Over the years, they developed a product portfolio of fleet management solutions both hardware and software, tracking services, custom application, smart card applications and solutions, matrix Gemini laboratory information system and enterprise mobility solutions.
In line with the business demands driven by rapid growth, they are looking for a qualified, highly competent, talented and results driven individual to fill the position of a Customer Service / Control Room Team Leader.
Job Purpose / Summary: The Customer Service / Control room Team Leader will be responsible for ensuring optimum client satisfaction through effective and customised customer service is provision. 

S/He will be responsible for the ultimate performance of the Control Room Team and will be tasked with providing technical customer care services to all the company clients. 

The position will be the point of contact between the company and the clients.

Duties and Responsibilities
 
Customer Service
  • Assisting clients on how to log into the company system
  • Creating and maintaining an effective client log
  • Advising clients on new products or any developments made on products
  • Follow up on installations to ensure clients satisfaction with the services
  • Handling customer complaints and ensuring settlement within 24 hours adhering to the Standard Operating Procedures
  • To remain as a basic point of contact for customers with requests, feedback queries and complaints
  • Ensuring timely and professional responses to all requests, feedback, queries and complaint
  • Analyze what the customer say they need then tailor it to what the company offers
  • Managing all customer inquiries through phone calls and emails and ensure compliance of policies and procedures
  • Developing and maintaining professional relationship with colleagues and stakeholders so as to provide professional customer care services
  • Providing tracking details to the clients
  • Organizing for rechecks for vehicles which needs servicing
  • Ordering and distributing tracking device to the technicians
  • Preparation of bank reports
  • Preparation of client certificates according to the standard operating procedures
  • Ensuring the certificates are delivered to the right client
Control
  • Providing tracking details to the clients
  • Scheduling installations
  • Organizing for rechecks for vehicles which needs servicing
  • Ordering and distributing tracking device to the technicians
  • Monitoring and keeping track of client’s assets
  • Analyzing tracking units that are not updating in the system and scheduling for serving
  • Contacting clients whose units are not updating in the system and scheduling for servicing
  • Supporting the technical team who are in the field
  • Remotely configuring units that might have dropped the signal and ensuring they are updating
  • Supporting clients who require assistance on tracking either using the phone or computer
  • Effective tracking and recovery of assets which are reported stolen/hijacked
  • Follow ups on matters affecting our clients on tracking
Team Management
  • Training the existing and new team members on products and services
  • Overseeing achievement of both individual and team set targets
  • Submitting reports to the General Manager regularly
  • Disciplining the team members when need arises
  • Handling grievances among the team members
  • Ensuring overall coordination of activities for the control room team in order to meet the company set objectives
  • Chairing and coordinating departmental meetings
  • Ensuring proper utilization of company resources at your disposal
  • Regular review of the team performance for appraisal purposes
  • Advising the management on recruitment needs of the department
  • Conducting the induction programme for the new team members
Evaluation
  • Staff retention rate
  • Timely preparation and submission of customer care reports
  • New ways of resolving clients complaints
  • Overall team cohesiveness
  • 100%achievement of both individual and team target
  • Efficiency and effectiveness of the team members
Minimum Requirements
  • Bachelor’s degree in business related field.
  • A 3 months valid up to date certificate of good conduct.
  • Minimum of 2-3 years of experience working in an ICT product driven environment offering customer care services.
  • Has basic ICT skills.
  • Customer service oriented with excellent communication skills.
  • Good leadership and influence skills geared towards business growth, staff motivation and customer loyalty.
  • Team player and relationship builder.
  • Ambitious and self-driven individual.
  • Ability to network and develop business relationships.
Salary budget: Kshs.65,000 - 75,000 Gross

Vacancy Announcement: Sales Agent

Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service sector, industrial and financial sector, home office and small medium enterprises.

Over the years, they developed a product portfolio of fleet management solutions both hardware and software, tracking services, custom application, smart card applications and solutions, matrix Gemini laboratory information system, enterprise mobility solutions.
In line with the business demands driven by rapid growth, they are looking for a qualified, highly competent, talented and results driven individual to fill the position of a Sales Agent.
Job Purpose / Summary: The job holder will be accountable for revenue generation by driving sales volumes, developing profitable relationships with clients and complement it by offering excellent customer care services.

Duties and Responsibilities
 
Sales Management
  • Lead generation
  • Ensuring 100% achievement of set sales targets
  • Prospecting new clients
  • Demonstrating company’s products to the clients
  • Enabling network of dealers to achieve maximum client referrals from banks and motor dealers
  • Product development by recommending changes in products, services and policies
  • Obtaining orders and establishing new accounts by calling existing or potential sales outlets
  • Submitting orders by doing bookings on the systems and ensuring all team member do the same
  • Collecting and remitting payments from the clients
  • Participating in exhibitions in forums
  • Establishing, developing and maintaining business relationships with current customers and prospective customers
  • Establishing a network of dealers to achieve maximum client referrals
  • Developing various sales reports and submitting them to the Team leader at the specified time
  • Ability to meet the set individual targets at the specified period of time;30 units per month
Client Relationship
  • Overseeing the department retains a client portfolio rate of 95%
  • Ensuring maximum satisfaction of new and existing clients
  • Advising clients on new products or any developments made on products
  • Handling client’s complaints and ensure fully settlement of any grievances within 24 hours while adhering to the Standard Operating Procedures
  • Following up with new and existing clients on any service offered
  • Following up on rechecks
  • Developing and maintaining industry relationships with all stakeholders
  • Booking appointments with clients
  • Booking client details in the CRM
  • Supporting other team members in presentations and meetings
Market Research
  • Conducting market research in order to get information on current and existing market trends
  • Studying existing and potential volume of dealers in order to maintain focused sales efforts
  • Monitoring competition by gathering current market place information on pricing, products delivery schedules and merchandizing techniques
  • Developing trend setting ideas and strategies that will lead to business growth
  • Analyse industry trends and competitor benchmarking
  • Undertaking and assessing market research which may help find any gaps and opportunities
Reporting & Communication
  • Developing and submitting the progress report regularly to the sales coordinator
  • Depositing clients payments and submitting the bank slips to the accounts department
  • Regular communication with clients e.g. via emails, phone calls one on one
  • Daily sales report
  • Weekly forecast reports
Minimum Requirements
  • A diploma from any relevant field.
  • Minimum of 3 years selling experience in an ICT product driven environment.
  • A 3 months valid up to date certificate of good conduct.
  • Conversant working with a CRM system.
  • Has basic ICT skills.
  • Customer service oriented with excellent training skills.
  • Good leadership and influence skills geared towards business growth, staff motivation and customer loyalty.
  • Team player and relationship builder.
  • Ambitious and self-driven individual.
  • Strong communication and negotiation skills with the ability to network and develop business relationships.
Salary Budget: Commission based

How to Apply: 

If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you.

Please send your application to wycliffe@dorbe-leit.co.ke before close of business 2nd February 2015. 


Only successful candidates will be contacted.

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