Help Desk Administrator Job

Job Title: Help Desk Administrator

Reports to: Operations Manager Kenya

Deal directly with customers either by telephone, electronically or face to face
Evaluate requests for service or complaints and enter into CRM system.
Follow up progress on customer inquiries.
Produce up to date daily reports
Act 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 contact
Deal with customer complaints and resolve them with a positive problem-solving attitude.
Process orders, forms, applications and requests
Direct requests and unresolved issues to the designated resource
Interact with Technical Support to assist customers with trouble resolution
Keep records of customer interactions and transactions
Communicate and coordinate with internal departments
Actively look for ways in which the service could be improved
Respond to input from customers and support team (complaints, praise and concerns) to help us identify better ways of providing the service
Identify 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 provided
Undertake customer satisfaction research
Any other duties as assigned

Knowledge and Skills Requirements
Degree/ Diploma in Business Administration, Computer Science or Information Systems preferred
Knowledge of relevant computer applications
Knowledge of customer service principles and practices
Technical background (Telecommunications, IT, Network Solutions)

Qualified Kenyans should send CVs to recruitment@workforceassociates.net

Indicating current and expected job salary.

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