Vacancy Announcement: Customer Service Agent
Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service, industrial and financial sector, home office and small medium enterprises. .
Over the years, they developed a product portfolio of fleet management
solutions both hardware and software, tracking services, custom application,
smart card applications and solutions, matrix Gemini laboratory information
system and enterprise mobility solutions.Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service, industrial and financial sector, home office and small medium enterprises. .
In line with the business demands
driven by rapid growth, they are looking for a qualified, highly competent,
talented and results driven individual to fill the position of a Customer
Service Agent.
Job Purpose / Summary: The
job holder will be responsible for providing customer care service to all the
company clients while enhancing customer satisfaction levels at all
times.
The job holder will be the point of
contact between the company and the clients.
Duties and Responsibilities
Customer Service
- Assisting clients on how to log into the
company system
- Creating and maintaining an effective client
log
- Advising clients on new products or any
developments made on products
- Follow up on installations to ensure clients
satisfaction with the services
- Handling customer complaints and ensuring
settlement within 24 hours adhering to the Standard Operating Procedures
- To remain as a basic point of contact for
customers with requests, feedback queries and complaints
- Ensuring timely and professional responses to
all requests, feedback, queries and complaint
- Analyze what the customer say they need then
tailor it to what the company offers
- Managing all customer inquiries through phone
calls and emails and ensure compliance of policies and procedures
- Developing and maintaining professional
relationship with colleagues and stakeholders so as to provide
professional customer care services
- Providing tracking details to the clients
- Organizing for rechecks for vehicles which
needs servicing
- Ordering and distributing tracking device to
the technicians
- Preparation of bank reports
- Preparation of client certificates according
to the standard operating procedures
- Ensuring the certificates are delivered to the
right client
Evaluation
- Client feedback
- Reoccurrence of client complaints
- Ability to handle clients complaints within 24
hours
- Initiatives to handle client complain
- New ways of resolving clients complains
- Timely preparation and submission of customer care
reports
Research & Reporting
- Compiling clients complaints and researching
on solution to this problems
- Proper recording and scrutiny of complaints
received
Minimum Requirements
- Bachelor’s degree in business related field.
- A 3 months valid up to date certificate of
good conduct.
- Minimum of 2 years of experience working in an
ICT product driven environment offering customer care services.
- Has basic ICT skills.
- Customer service oriented with excellent
communication skills.
- Good leadership and influence skills geared
towards business growth, staff motivation and customer loyalty.
- Team player and relationship builder.
- Ambitious and self-driven individual.
- Ability to network and develop business
relationships.
Salary budget: Kshs.35,000 Gross
Vacancy Announcement: Customer Service / Control Room Team Leader
Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service, industrial and financial sector, home office and small medium enterprises. .
Over the years, they developed a product portfolio of fleet management solutions both hardware and software, tracking services, custom application, smart card applications and solutions, matrix Gemini laboratory information system and enterprise mobility solutions.
Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service, industrial and financial sector, home office and small medium enterprises. .
Over the years, they developed a product portfolio of fleet management solutions both hardware and software, tracking services, custom application, smart card applications and solutions, matrix Gemini laboratory information system and enterprise mobility solutions.
In line with the business demands
driven by rapid growth, they are looking for a qualified, highly competent,
talented and results driven individual to fill the position of a Customer
Service / Control Room Team Leader.
Job Purpose /
Summary: The Customer
Service / Control room Team Leader will be responsible for ensuring optimum
client satisfaction through effective and customised customer service is
provision.
S/He will be responsible for the
ultimate performance of the Control Room Team and will be tasked with providing
technical customer care services to all the company clients.
The position will be the point of
contact between the company and the clients.
Duties and Responsibilities
Customer Service
- Assisting clients on how to log into the
company system
- Creating and maintaining an effective client
log
- Advising clients on new products or any
developments made on products
- Follow up on installations to ensure clients
satisfaction with the services
- Handling customer complaints and ensuring
settlement within 24 hours adhering to the Standard Operating Procedures
- To remain as a basic point of contact for
customers with requests, feedback queries and complaints
- Ensuring timely and professional responses to
all requests, feedback, queries and complaint
- Analyze what the customer say they need then
tailor it to what the company offers
- Managing all customer inquiries through phone
calls and emails and ensure compliance of policies and procedures
- Developing and maintaining professional
relationship with colleagues and stakeholders so as to provide
professional customer care services
- Providing tracking details to the clients
- Organizing for rechecks for vehicles which
needs servicing
- Ordering and distributing tracking device to
the technicians
- Preparation of bank reports
- Preparation of client certificates according
to the standard operating procedures
- Ensuring the certificates are delivered to the
right client
Control
- Providing tracking details to the clients
- Scheduling installations
- Organizing for rechecks for vehicles which
needs servicing
- Ordering and distributing tracking device to
the technicians
- Monitoring and keeping track of client’s
assets
- Analyzing tracking units that are not updating
in the system and scheduling for serving
- Contacting clients whose units are not
updating in the system and scheduling for servicing
- Supporting the technical team who are in the
field
- Remotely configuring units that might have
dropped the signal and ensuring they are updating
- Supporting clients who require assistance on
tracking either using the phone or computer
- Effective tracking and recovery of assets
which are reported stolen/hijacked
- Follow ups on matters affecting our clients on
tracking
Team Management
- Training the existing and new team members on
products and services
- Overseeing achievement of both individual and
team set targets
- Submitting reports to the General Manager
regularly
- Disciplining the team members when need arises
- Handling grievances among the team members
- Ensuring overall coordination of activities
for the control room team in order to meet the company set objectives
- Chairing and coordinating departmental
meetings
- Ensuring proper utilization of company
resources at your disposal
- Regular review of the team performance for
appraisal purposes
- Advising the management on recruitment needs
of the department
- Conducting the induction programme for the new
team members
Evaluation
- Staff retention rate
- Timely preparation and submission of customer
care reports
- New ways of resolving clients complaints
- Overall team cohesiveness
- 100%achievement of both individual and team
target
- Efficiency and effectiveness of the team
members
Minimum Requirements
- Bachelor’s degree in business related field.
- A 3 months valid up to date certificate of
good conduct.
- Minimum of 2-3 years of experience working in
an ICT product driven environment offering customer care services.
- Has basic ICT skills.
- Customer service oriented with excellent
communication skills.
- Good leadership and influence skills geared
towards business growth, staff motivation and customer loyalty.
- Team player and relationship builder.
- Ambitious and self-driven individual.
- Ability to network and develop business
relationships.
Salary budget: Kshs.65,000 - 75,000 Gross
Vacancy Announcement: Sales Agent
Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service sector, industrial and financial sector, home office and small medium enterprises.
Over the years, they developed a product portfolio of fleet management solutions both hardware and software, tracking services, custom application, smart card applications and solutions, matrix Gemini laboratory information system, enterprise mobility solutions.
Our client is one of the fastest growing ICT solution provider in business automation and management systems. They offer custom ICT solutions to corporate clients in the service sector, industrial and financial sector, home office and small medium enterprises.
Over the years, they developed a product portfolio of fleet management solutions both hardware and software, tracking services, custom application, smart card applications and solutions, matrix Gemini laboratory information system, enterprise mobility solutions.
In line with the business demands
driven by rapid growth, they are looking for a qualified, highly competent,
talented and results driven individual to fill the position of a Sales Agent.
Job Purpose / Summary: The job holder will be accountable for revenue
generation by driving sales volumes, developing profitable relationships with
clients and complement it by offering excellent customer care services.
Duties and Responsibilities
Sales Management
- Lead generation
- Ensuring 100% achievement of set sales targets
- Prospecting new clients
- Demonstrating company’s products to the
clients
- Enabling network of dealers to achieve maximum
client referrals from banks and motor dealers
- Product development by recommending changes in
products, services and policies
- Obtaining orders and establishing new accounts
by calling existing or potential sales outlets
- Submitting orders by doing bookings on the
systems and ensuring all team member do the same
- Collecting and remitting payments from the
clients
- Participating in exhibitions in forums
- Establishing, developing and maintaining
business relationships with current customers and prospective customers
- Establishing a network of dealers to achieve
maximum client referrals
- Developing various sales reports and
submitting them to the Team leader at the specified time
- Ability to meet the set individual targets at
the specified period of time;30 units per month
Client Relationship
- Overseeing the department retains a client
portfolio rate of 95%
- Ensuring maximum satisfaction of new and
existing clients
- Advising clients on new products or any
developments made on products
- Handling client’s complaints and ensure fully
settlement of any grievances within 24 hours while adhering to the Standard
Operating Procedures
- Following up with new and existing clients on
any service offered
- Following up on rechecks
- Developing and maintaining industry
relationships with all stakeholders
- Booking appointments with clients
- Booking client details in the CRM
- Supporting other team members in presentations
and meetings
Market Research
- Conducting market research in order to get
information on current and existing market trends
- Studying existing and potential volume of
dealers in order to maintain focused sales efforts
- Monitoring competition by gathering current
market place information on pricing, products delivery schedules and
merchandizing techniques
- Developing trend setting ideas and strategies
that will lead to business growth
- Analyse industry trends and competitor
benchmarking
- Undertaking and assessing market research
which may help find any gaps and opportunities
Reporting & Communication
- Developing and submitting the progress report
regularly to the sales coordinator
- Depositing clients payments and submitting the
bank slips to the accounts department
- Regular communication with clients e.g. via
emails, phone calls one on one
- Daily sales report
- Weekly forecast reports
Minimum Requirements
- A diploma from any relevant field.
- Minimum of 3 years selling experience in an
ICT product driven environment.
- A 3 months valid up to date certificate of
good conduct.
- Conversant working with a CRM system.
- Has basic ICT skills.
- Customer service oriented with excellent
training skills.
- Good leadership and influence skills geared
towards business growth, staff motivation and customer loyalty.
- Team player and relationship builder.
- Ambitious and self-driven individual.
- Strong communication and negotiation skills
with the ability to network and develop business relationships.
Salary Budget: Commission based
How to Apply:
How to Apply:
If you are interested in the position
and have the skills and talents our client is looking for, we would like to
hear from you.
Please send your application to wycliffe@dorbe-leit.co.ke before close of business 2nd February 2015.
Only successful candidates will be
contacted.