Service Administrator (25-30K)
Our client in service industry is
urgently looking for a service administrator to join their dedicated team in
Mombasa
Job Title: Service Administrator
Reports to: Branch Manager – Mombasa
Nature and Purpose:
The objective is to ensure a premium
service is offered to the customers at all times and in line with agreed
service schedules/dates, in line with our 3 core values of Service,
Relationships and Teamwork. Effective and timely communication is key so that
matters raised by customers are attended to promptly.
The holder is expected to add value
to this process and play a key role in the department to enhance customer
service, customer satisfaction & retention.
Holder will be expected to support as
may be required in other relevant administrative duties.
Key responsibilities
Service
Planning
·
Offer exceptional leadership on all
service planning matters at the branch and support the manager and service
supervisors in all endeavours that are meant to improve service delivery
·
Review and manage service routing and
planning under the direction of the manager and in consultation with the
supervisors, and ensure regular updates so that there is minimum time wastage
·
Make timely and sound decisions
regarding service planning and scheduling, keeping your supervisor &
manager fully abreast
·
Offer precise service programming so
that all services are rendered when due and are promptly processed in the
service program (ICABS).
·
Take written instructions on
installations, withdrawal of services and removal of any company assets from
the service supervisor & manager and action accordingly when this
happens •
·
Service Visits Capturing in ICABS
(company customer service management system)
·
Ensure high productivity of the
service team and that state of service is maintained at acceptable level.
·
Ensure the use of ICABs is optimized
through timely capturing of visits and terminations/ stop service, etc
·
Organize for new installations and
removals, and ensure to capture these in ICABS
Customer Relations
·
Offer professional customer service
so that good customer relationships are maintained in bid to avoid contract
terminations on poor service reasons.
·
Enhance communication with customers
through proper handling of telephone calls and quickly responding to any
customer requirements
·
Take proactive action on Customer
Voice Counts results as may be required on your part, and escalate serious
matters to management
Records Keeping and Reporting
·
Keep record of and remain accountable
for Equipment for Rental where applicable under the direction of the manager.
·
Participate in monthly reporting and
report accurately key data such as number of complaints, terminations, staff
number/certificate accurately capturing joiners & leavers, staff overtime
etc as may be required
·
Safe handling of service cards to
ensure these are available at all times, neatly stored and archived to enable
easy retrieval. Filing of contracts/service cards accurately
·
Proactively support in price
increase/contract renewal process, by drafting and coordinating distribution of
related letters & correspondences
Financials
·
Promote service staff lead generation
and carry out cross selling activities to customers in your database to support
efforts by the sales colleagues.
·
Undertake telephone sales that may come
through enquiries and from old jobs or terminated contracts record
·
Play a notable role in debt
collection, stop service and service reinstatement. Liaise closely with the
credit controller on state of client debt account in relation to servicing
Client Retention
·
Address on a timely basis cases of
potential terminations under the guidance of the manager.
·
Promote the improvement, enhancement
and achievement of agreed client retention rate.
SHE & IT
·
Have a keen interest in safeguarding
company assets allocated to your department/section and report misuse to your
manager/FD
·
Play a key role in H&S and report
promptly any H&S incidences to the manager and senior management
Qualifications, Knowledge and
Experience
·
Degree in a business field acquired
from a reputable university, or diploma
·
Minimum 2 years’ experience in
operations management, administration and business development gained
preferably from a service environment
·
Good customer service and public
relations skills
·
Effective supervision skill and ability
to lead a team
·
Result oriented, energetic go getter
ready to face new challenges.
·
Good communication & computer
skills
·
Mature and responsible.
If qualified kindly send your CV to vacancies@jantakenya.com clearly indicating ‘Service
Administrator’ on the subject line before 13th April 2017
