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.Job reports to:Customer Service Manager
Direct reports: None
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.
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