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Career Opportunities at Parapet Cleaning Services Kenya

Job title: Customer Service Executive
 
Grade: 2
 
Department:Marketing and Customer Service

Job reports to:Customer Service Manager
Direct reports:
 None

Overall purpose of the job: To efficiently serve internal and external customers by proactively seeking to enhance the Customer Service experience, resolve service problems and provide relevant information.

Duties and responsibilities 
 

Task: Handle and respond to client complains raised
KPI: 100%  resolution within 3 days

Task: Manage client relationships by conducting regular health checks, asking for feedback, carrying out the bi annual client service survey and sharing  with other departments
KPI: Submit dail and, monthly feedback and bi annual survey reports

Task: Follow up on reported damages , repairs and  repeat jobs
KPI: Submit monthly damage reports

Task: Manage and update  the Corrective Action Report (CAR) master list
KPI: 100% up to date CAR masterlist

Task: Prepare the welcome package for project take overs
KPI: Submit take over package 3 days before take over meeting

Task: Manage the bulk SMS platform for  staff by ensuring accurate and timely relay of information to and from the office
KPI: Relay messages within the same day of receipt

Task: Coordinate client exit interviews and document findings to be shared with other funtions in the business
KPI: Submit exit interview report 48 hours after meeting 
 
Task: Manage the client database and  ensure it is regularly  updated
KPI: 100% up to date client database   
   
Minimum academic and professional qualifications required
  • A Diploma in Customer Service/ Marketing or related field
Minimum years of experience
  • A minimum of two (2) years experience in Customer Service in a busy customer service environment.
Skills and competencies required
  • Ability to multitask
  • Ability to be calm under pressure
  • Excellent written and verbal communication skills
  • Good decision making skills
  • Ability to interact with a diverse group of people
  • Good interpersonal skills
  • Proficiency in MS Office suite of packages

Job Title: Customer Service Manager
 
Grade: 5
 
Department:Marketing and Customer Service
 
Job reports to:Group Head of Marketing and Customer Service
 
Direct reports:Customer Service Executive

Overall purpose of the job
: To  enhance and maintain customer satisfaction by providing problem-solving resources and managing client relations.
 
Duties and Responsibilities
 
Task: Develop and implement a comprehensive customer service strategy, objectives and action plans that will enhance the client experience
KPI: 
  • Hold monthly departmental meetings to document progress towards achieving key strategic milestones
  • Submit meeting minutes within 48 hours of the meeting
Task: Develop and implement customer service policies and procedures.
KPI: 100% adherence

Task: Develop, monitor and ensure adherance to the customer service budget
KPI: 100% compliance to the budget
  
Task: Oversee and manage the customer service help desk chanels to ensure an efficient and effective problem solving process
KPI: 100% adherance to the customer service protocol

Task: Oversee and manage the client database
KPI: 100% up to date
   
Task: Identify and analyse customer needs to  determine and implement improvements
KPI: Monthly customer satisfaction report

Task: Maintain contact with clients by making site visits, conducting surveys and obtaining feedback to determine customer service requirements and areas of improvement
KPI: 
  • Bi annual client service survey
  • 90% customer retention
Task: Participate in contractual clients take over meetings
KPI: 100% attendance of take over meetings
   
Task: Prepare content and facilitate in house training on customer service by conducting training sessions and preparing a weekly article
KPI: 100% adherence to annual training schedule
    
Task: Oversee client exit interviews and liaise with management on findings
KPI: Submit exit interview report
   
Minimum Academic and Professional Qualifications Required
  • A Bachelor’s degree in a business related field and a professional certificate in a related field.
  • Minimum years of experience
  • A minimum of five (5) years customer service experience of which two (2) should be in a supervisory capacity.
Skills and Competencies Required
  • Effective planning and organisational skills
  • Creativity and innovation
  • Judgement and decision-making skills
  • Ability to lead and manage a team of professionals
  • Ability to interact with a diverse group of people
  • Excellent oral and communication skills
  • Good interpersonal skills
  • Proficiency in MS Office suite of packages
How to Apply

Applications should be sent to hr@parapetcleaning.com


The deadline for applications is 17th April 2015

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