ICT Firm Customer Service Coordinators Jobs in Kenya (Re-Advertised)

Due to fast and sustained growth, our client, a leading ICT firm, requires a suitable candidate to fill in the following position.

Job Title: Customer Support

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 in Business Administration, Computer Science or Information Systems preferred2 years in the customer support position.Knowledge of relevant computer applicationsKnowledge of customer service principles and practicesTechnical background (Telecommunications, IT, Network Solutions)Excellent interpersonal skillsHigh levels of professionalism, enthusiasm and a ‘can do’ attitudeAbility to prioritize and work with a sense of urgencyAbility to work with a significant attention to detail and thoroughnessStrong interpersonal skills, ability to work with diverse groupsMust be able to effectively handle stressful situationsWork with minimum supervisionAttention to detail and accuracyAnalytical skillsExcellent negotiation and conflict resolution techniquesInterested and qualified candidate to send their resume indicating expected and current salary to recruitment@workforceassociates.net .

On the subject line indicate CUSTOMER SERVICE CO-ORDINATOR

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