Our
client is an ICT Company currently recruiting IT Customer Service Coordinators
Job Responsibilities
Project team
- Schedule and allocate the technical team to specific projects
- Coordinate the project team to deliver projects within time and budget constraints.
- Handover documents and supporting the project team with day-to-day tasks as appropriate to role.
- Supporting the Product Manager at project initiation meetings
Project communication
- Create/update Network Diagrams, Risk & Issue logs,
- Communicate plans and progress of projects to the client
- Cross check project requirements to ensure the appropriate level of quality assurance is maintained
- Assist in peer reviews of others project deliverables
- Interact with customers, project teams and other internal teams maintaining strong flow of communication.
- Acting as document librarian uploading project information onto on-line management systems such as our Internal Client Relationship Management System (CRM) and Microsoft Project Server.
- Manage Service Level agreements and facilitate their renewal
- Support Customer Service Manager with reporting activities.
Managing Call - outs
- Manage the deployment of small call-out solutions and projects for our internal & external customers
- Manage the customer cancellation of solutions and components
- Ensure that equipment requirements for operations & customer projects are approved, ordered and received on time, in the correct call-out Centers
Project Efficiency
- Support of “best practices”; make recommendations to facilitate positive changes to the further development of project and procurement processes.
- Regular housekeeping of outstanding purchase orders.
- Manage the backorder management process to show awareness inventory availability.
- Any other duties required by the Customer Service Manager or Chief operations Officer.
Personnel Management
- Maintain records of personnel project assignments and provide a daily report to the Customer Service Manager and the Human Resource Manager.
- Evaluate the Leave schedule for the technical team to ensure that projects are handled within the scheduled time
- Directly incharge of time attendance of the technical personnel assigned
- Follow up with the HR office to ensure that complains raised by staff assigned are dealt with in the shortest time possible.
- Maintain a motivated technical team in line with the HR goals.
- Chair Staff assigned departmental meeting and ensure decisions raised are actioned
Organizational Alignment
- Reports to the Customer Service Manager.
- Dealing with Internal and External customers to improve business profitability.
- This position may be assigned to support a Client account relations role.
Qualifications
Academic Qualifications
- Diploma in Business Information Technology / Telecommunication and Information Technology / Electrical and Electronic Engineering or a Higher National Diploma in Telecommunication / Electrical & Electronic Engineering or a Minimum 2 years’ Information technology Installation industry experience.
- Extensive certification in Project Management and customer care.
Knowledge Requirements
- Proficiency in Microsoft Visio and Microsoft Project applications.
- Exposure to Prince2 Project Management Methodologies.
- Information Technology Project management.
Skills Requirements
- Ability to prioritize and organize tasks in order of importance
- Client service and public interaction skills
- Team building and people management skills
- Analytical and problem solving skills
- Decision making skills
- Effective verbal and listening communications skills
- Ability to read and write to record pickups and maintain daily records
- Stress management skills
- Time management skills
Personal Attributes
- Be honest and trustworthy
- Be respectful
- Possess cultural awareness and sensitivity
- Be flexible
- Demonstrate sound work ethics
- Deal with the public in a positive, courteous and respectful manner
If
you feel you fit the above role, please send your CV to jobs@alternatedoors.co.ke