Help Desk Administrator Job Vacancy in Kenya

Job Title: Help Desk Administrator

Reports to: Operations Manager

Key Tasks
Deal directly with customers either by telephone, electronically or face to faceEvaluate requests for service or complaints and enter into CRM system.Follow up progress on customer inquiries.Produce up to date daily reportsAct as customer advocate and liaise on customer’s behalf with other staff when required.Analyze, evaluate and resolve customer enquiries at the first point of contactDeal with customer complaints and resolve them with a positive problem-solving attitude.Process orders, forms, applications and requestsDirect requests and unresolved issues to the designated resourceInteract with Technical Support to assist customers with trouble resolutionKeep records of customer interactions and transactionsCommunicate and coordinate with internal departmentsActively look for ways in which the service could be improvedRespond to input from customers and support team (complaints, praise and concerns) to help us identify better ways of providing the serviceIdentify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer term solution is providedUndertake customer satisfaction researchAny other duties as assignedKnowledge and Skills Requirements
Degree/ Diploma in Business Administration, Computer Science or Information Systems preferredKnowledge of relevant computer applicationsKnowledge of customer service principles and practicesTechnical background (Telecommunications, IT, Network Solutions)Qualified candidates should send CVs to recruitment@workforceassociates.net

Indicating current and expected salary.

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