Job Title: Customer Service Officer
Direct Reports: Assistant Manager,
Marketing & Public Relations
Responsibilities
- Complete customer requests and payments received
via the call centre, front counter or mail in a professional and timely
manner;
- Deliver quality information and services
face-to-face, telephone and email to both internal and external customers;
- Handle Customer enquiries/complains as per
Commission on Administrative Justice (CAJ/Ombudsman) as par CAJ
Guidelines;
- Preparation and submission of customer complaints
report to Management and Coordinate undertaking of customer satisfaction
surveys;
- Champion implementation of recommendations from
the customer satisfaction surveys;
- Liaise as required with staff from other
departments to gain information and to resolve customer issues;
- Process completed requests and monitor compliance
with customer service standards;
- Stay up to date with KIE activities and services
to provide timely and appropriate information to customers;
- Advise line Manager of customer service trends and
assist with proactive strategies to ensure best practice customer service;
- Adhere to Customer Service standards, principles
and policies;
- Proactively assist in the completion of data entry
as directed/requested based on current procedures and deadlines;
- Maintain and update information/data on the
Knowledge Base;
- Assist in the implementation and processing of
Marketing/Public Relations projects;
- Provide support, accurate and timely responses to
requests for information both written and verbal;
- Monitor procedures to improve performance in
administrative and workflow processes in conjunction with the customer
service team and system requirements, in line with KIE Service charter
requirements;
- Responsible and accountable for adequately
managing the official records he/she creates and receives according to
relevant company policies and procedures;
- Carry out any other duties that may be assigned
from time to time
- The position will support other marketing, public
relations and communication activities as required
Qualifications
- Bachelor’s Degree in Commerce, Business, Public
Relations, Marketing, or Communications equivalent from a recognized
institution
- Work experience of at least 3 years on
marketing/customer care;
- A proven track record of success in the
communications sector or related fields, as well as excellent written and
verbal communication skills. Preference will be given to those who have
experience and skills in Customer Service or Public Relations;
- A qualification of Institute of Marketing (CIM) or
Marketing Society of Kenya
- Chartered Institute of Public Relations (CIPR)
qualification will be an added advantage;
- Proficiency in computer application;
- Shown merit and ability as reflected in work
performance and results; and
- Fulfilled the provision of Chapter Six of
the constitution.
Skills
- Strong customer service focus and commitment to
providing quality customer service with demonstrated ability to relate to
people from various backgrounds;
- Communication and Interpersonal skills
characterised by patience, clarity and empathy at a personal, written and
telephone level;
- Ability to use tact, diplomacy and negotiating
skills when handling difficult customers to achieve a positive outcome;
- Ability to develop and maintain positive working
relationships with staff from other departments and work in conjunction
with them to ensure smooth operation of Customer Service Centre;
- Ability to prepare draft letters, memos, meeting
minutes and other correspondences.
- Organisation and time management skills to
organise own work and work of others, to establish priorities and meet
deadlines;
- Ability to maintain confidentiality at all times;
- Ability to work in an area with changing and
sometimes conflicting priorities;
- Ability to maintain productive and efficient
output in a busy work environment;
- Good listening skills and the ability to work
under pressure;
- Numeracy skills, attention to detail and keyboard
Attributes
- High degree of personal integrity;
- Deal with matters confidentially;
- Promote a positive image of, and for KIE;
- Able to work as member of a team;
- Flexible work approach;
- Attention to detail;
- High regard towards continuous improvement and
learning;
- Positive attitude and outlook;
- Work within a task rostered environment;
- Ability to work without supervision and be
self-motivated;
- Ability to multi-task working within given
timeframes and constraints; and
- Commitment to the
How to Apply
Those employees who meet the job requirements as detailed in the
advert are encouraged to apply. Applications must be accompanied by current
curriculum vitae, giving details of educational and professional qualifications
and indicate their current and expected salaries to the undersigned. In addition,
all applicants Must download and fill Form 1A attached
and forward them to the email given below. The applications should be received
not later than 24th November, 2020. (Email: (skills@kie.co.ke)
Only shortlisted candidates will be
contacted.
NB – KIE is an equal opportunity employer (EOE) and
committed to diversity and Gender Equity.
MANAGING DIRECTOR,
KENYA INDUSTRIAL EASTATES LTD,
P.O. Box 78029-00507, NAIROBI.
Email :( skills@kie.co.ke)
