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Customer Service Coordinator

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Location:                    Nairobi

Nature of job:            Full time

Salary:                        40K-50K

 

DUTIES AND RESPONSIBILITIES

 

  • Ensure Effective Project Management for all projects under your coordination
  • Enforce timely and effective submission of reports
  • Supervising a team
  • Processing timelines for customer LPOs to be achieved as follows:
  • Ensuring same day service on all call-outs by scheduling the requests within 1 hour of the customer’s call;
  • Daily feedback and reporting to Customers on status of their requests upon job scheduling, during implementation and upon completion;
  • Embrace Speed and urgency on all customer requests;
  • Minimize number of repeat jobs in a month to 0 in all client deployments;
  • Enforce Implementation of Preventive maintenance schedules for all SLA clients as per the PM schedule;
  • Ensure Monthly/Quarterly customer visits (as per SLA agreement) for all SLA Clients;
  • Immediate Escalation of any challenge that may affect prompt quality service delivery to customers;
  • Ascertain availability of all Project Tools and in enough quantities, i.e. PPEs, Ladders, drills, laptops, tone tracers, labelling machines, and civil work tools, etc.;
  • Ensure representation of the company Brand by the technical team embracing branded apparel (tools, documentation, PPEs, etc.);
  • Ensure the carrying-out of a weekly customer satisfaction feedback
  • Generate SLA per month and generate monetary leads
  • To cross sell from at least two deployment accounts in a week
  • Reviving inactive/dormant accounts by cold calling at least 10 customers per week per coordinator

 

QUALIFICATIONS

  • Bachelor’s degree/ Diploma in any field
  • 3-4 years’ relevant experience
  • Strong customer service skills
  • Problem solving skills
  • Sales admin experience
  • Problem solving skills with ability to escalate issues
  • Must be able to deliver and exceed expectations in a challenging environment.
  • Mature with ability to supervise a team


How to Apply:

Qualified candidates are encouraged to send CVs quoting relevant skills and experience to This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Interviews will be done on a rolling basis until the position is filled.

Only the shortlisted candidates will be contacted.

 

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