C&R Group's history began in
1986, then operating as Barclays Advisory & Registrars Services (BARS) as
an in-house department of the Barclays Bank of Kenya, to offer share registry
services to the banks' shareholders, after its listing in Nairobi Stock
Exchange the same year. In 1996, the business was sold as an on-going concern and
renamed.
The group has 4 core business
divisions; - Share Registrars Services, Document Management Solutions, Business
Process Outsourcing Services & Company Secretarial Services.
Job Title: Front Office Supervisor
Job Title: Front Office Supervisor
Main Purpose of the job: The responsibility of this position is to
supervise the front office staff and handle client queries.
Field of Responsibilities
Customer Service
Field of Responsibilities
Customer Service
- To communicate courteously with customers by
telephone, e-mail, letter and face-to-face;
- To investigate and solve shareholder’s
problems with regard to their shareholding; these may be complex or
long-standing problems that have been passed on by customer service
assistants;
- To handle shareholder complaints or any major
incidents;
- To ensure that accurate records of discussions
or correspondence with customers are kept;
- To analyze statistics or other data to
determine the level of customer service the company is providing;
- To write reports analyzing the customer
service that the organization provides;
- To develop feedback or complaints procedures
for the customers to use;
- To develop customer service procedures,
policies and standards for the department;
- To meet with the other managers to discuss
possible improvements to customer service;
- To be involved in the staff appraisals;
- To train the staff to deliver high standards
of customer service;
- To lead and supervise the team of customer
service staff;
- To provide weekly reports to the Head of
Operations and the Management Committee on the performance of shareholder
services;
Other duties may be assigned on an ad
hoc basis;
- To take custody of one of the ‘Strong Room’
keys;
- To take charge of the HFCs and ensure that
they are kept safely and are accounted for;
- Monitor and appraise staff reporting directly
to this position; and
- Any other duty as may be assigned by Head of
Operations.
Requirements
- Qualifications (Academic); Bachelor’s degree
in business related field or Equivalent
- Experience; 3 years of experience in a similar
position
- Proficiency in Computer Applications Excel
/Microsoft Office and data entry skills
- Fluency in English required, skills strongly
desirable.
- Oriented towards high-quality and friendly
customer-service standards
- Customer service oriented with excellent
communication skills.
- Good leadership and influence skills geared
towards staff motivation and customer loyalty.
- Team player and relationship builder.
- Ambitious and self-driven individual.
If you are up to the challenge,
possess the necessary qualification and experience, please send your CV only
quoting the job title on the email subject (FRONT OFFICE SUPERVISOR) to
careers@candrgroup.co.ke
Kindly indicate current/last salary on your CV.
