Customer Service Coordinator Job in Kenya

Our Client is an IT Company currently recruiting a Customer Service Coordinator.

Position Overview: The role is to provide coordination and administrative support to the Operations department in delivering customer’s solutions on timeframes and within set budgets. 

The role is responsible for maintaining project files; ensuring documentation is compiled and stored for future reference, and assisting in supporting “best project practices”.  

The role is responsible for the placing of equipment orders on behalf of the Operations Manager and the on time, delivery and accounting for such equipment into the client site. 

The role will require the person to deploy customer projects. 

We therefore endeavor to build and maintain a motivated, capable workforce who are proud to work for our clients and able to deliver our commercial strategy. 

Job Responsibilities

Being the Coordinator, you are Directly Accountable for:

1. Project team
  • 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, occasionally these will be offsite.
2. Project communication
  • Create/update Network Diagrams, Risk & Issue logs, Communications plans and Customer
  • Cross check project requirements to ensure the appropriate level of quality assurance has taken place, 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.
  • Support Customer Service Manager with reporting activities.
3. 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
4. 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.
Organizational Alignment
  • Reports to the Operation Manager.
  • Dealing with Internal and External customers to improve business profitability.
  • This position may be assigned to support a Client account relations role.
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
  • Client service and public interaction skills
  • Team building
  • 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 only quoting the job title on the email subject to jobs@alternatedoors.co.ke