An established company in the service industry, based in Nairobi but with branches in major towns around the country is looking for supervisors to manage its Unit shops.

Responsibilities

Consistently achieve aggressive monthly revenue targetsMaintain good customer care and public relationsEnsuring timely production and deliveryManagement of branches/shops under the unit shopEnsuring that the company’s set quality standard is maintainedCoordinate with the Human Resources Manager in regards to personnel issuesRequirements

Able to demonstrate past success in achieving aggressive revenue targetsProven success in managing  frequent daily and weekly salesOrganized and able to maintain consistent sales activity reportsProven leadership qualitiesInterested candidates should email a detailed CV and salary requirements to  wrdservice@gmail.com with the subject line “Supervisors”.
The application deadline is 12th December, 2014.
Kindly note that only shortlisted candidates will be contacted.

Our client, a leading world class supplier of industrial and domestic appliances is seeking to recruit a Service Centre Manager.

Key Roles

Overall management of the respective Service Center and supervision of direct reporting staffResponsible for leading the Service Center team in all matters pertaining to the efficient and smooth operations of all customer service mattersOversee statistical data relating to performance of the Service Center in relation to RTAT, In-Home Service Rate and NPSOversee and monitor ISO processes and procedures relating to ServiceDevelop, monitor and administer Service Levels and adherence to same by direct reporting staffOversee the security of company assets including daily cash receiptsEnsure customer and staff safety during operational hours by spearheading all Health and Safety activities in the Service CenterIdentify training requirements for direct reporting staffPlan, forecast and implement Service Center action plansOversee Parts Department operations by hands-on involvementSeek and secure customer feedback to monitor and manage customer concernsResponsible for staff annual performance appraisalsAny other duties assigned3-5 years’ experience in Business Management to meet revenue & profitability target.Good experience in operation management in setting up service standards like RTAT, response time, completion time etcHandled large team of technicians, supervisors and management skillsExcellent communication skillsGood customer handling and customer interaction skillsMust have passion for customer serviceMBA will be an added advantageGood experience in managing spare parts departmentKey Performance Indicators

Quantitative:

RTAT at or under 3 Days for both In and Out of Warranty RepairsIn-Home SVC Rate at or above the 75% benchmarkNPS (Net Promoter Score) at or above the 2013 benchmarkCustomer satisfaction at or above 90% (via surveys for Walk-Ins and In-Homes)Parts Dept Fill Rate at or above 90%0% hazards and health and safety non conformities at the Service CentersIf qualified, kindly send your application letter and CV to jobs@jantakenya.com clearly indicating ‘Service Centre Manager’ on the subject line by 12thrd December, 2014.Do not attach not certificates.

Only shortlisted candidates are contacted.

Job Title: Customer Service OfficerReports To: Supply Chain Manager
Closing Date: Open Until Filled

Summary: Our client is a FMCG company looking for a Customer Service Officer.
Job Purpose: To deliver excellent supply chain customer service, from order receipt through to delivery and enable achievement of specific customer service level targets, which support our business objectives.

To build strong customer relationships, to enable us to deliver supply chain best practice and continuously review order processing to ensure we achieve perfect order fulfilment, efficiently and effectively with the Customers.

Primary Responsibilities:

Customer Supply Chain Development
Collaborate with the customer’s supply chain teams and formulate joint supply chain plans that support our tactical activities. Communicate any mutually beneficial supply chain opportunities/initiatives that arise and agree how these can be implemented. Establish yourself as the main contact for all supply activities.Gain an understanding of the ‘End to End’ Customer Supply Chain and develop relationships with all key personnel. Identify opportunities that improve our joint operations and suggest proposed changes to all relevant contacts.Monitor daily orders to establish standard order patterns. Determine actions that will improve delivery efficiency and drive ‘best practise’ from pre-order to order fulfilment to improve service level performance. Identify and communicate customers’ agreed measures/KPIs and make sure these become visible and are achieved.Report monthly results to the SCM in a timely and accurate manner. Liaise with the wider Supply Chain team to understand and utilise any business tools or customer processes which can be implemented to achieve best practise within the supply chain.Ensure all daily/weekly orders are processed correctly and efficiently to achieve service level targets within all customers. Communicate daily with SCM on any key actions and provide specific information on any deviations that affect service levels. Pro-actively support the wider team to ensure ‘perfect order’ is achieved on all orders and suggest any measures that will manage future order demands. Co-ordinates and communicates new line information, in a timely and accurate manner, to the customer in order to drive data alignment. To conduct regular audits with the customer to ensure product databases remain continuously aligned.Maintain the stock allocation template in a timely and accurate manner to ensure low stock is effectively managed within the business in line with customer priorities and maximises service levels. Establish yourself as a key member of a cross functional account team ensuring effective flow of information at all times. Lead information on Supply Chain matters. Develop Customer Supply Chain relationship in order to fully understand their day to day requirements. Respond to specific demands, identify and build upon areas for development in order to maximise opportunities, minimise cost and all key processes are understood.Query & Customer Complaints ResolutionPro-actively reviews and resolves all delivery queries. Identify ‘root causes’ and recommend a course of action and gain required approval to resolve issues within a timely manner. Identify any process improvements and put these in place to ensure no re-occurrence and maximisation of cash flow.Weekly / Monthly update of the service level scorecard including customer KPI measure. Report daily orders against required targets and pro-actively communicate required action to SCM. Prepare completion of monthly internal period report to include customer activities, issues and opportunities that have arisen, along with proposed solutions that will be implemented within a stated period of time. Monthly reporting of customer complaints management. Include details of delivery related queries, received, open and resolved in the previous month and corrective actions implemented to prevent future repetition.Maintain customer price files (standard and promotional) and material determinations to ensure orders are processed in an accurate and timely manner.Maintain all relevant data on Internal and Customer specific tools accurately and in a timely manner to ensure service level targets are achieved. Identify improvements and communicate ideas to relevant personnel.To comply with health & safety policies and proceduresDegree holder with professional qualification in Economics, Accounting or I.TMust have an advanced working knowledge of Microsoft Excel and Access applications.Customer related Supply Chain experience in a FMCG environment is desirable.In depth understanding of Supply Chain issues and initiatives.Medium term commercial experience in a customer facing function.Good communication and interpersonal skills. Able to express ideas clearly and effectively in all situations and actively listens to others.Good Analytical Thinking and able to turn data into a clear action plan.Good understanding of operational FMCG Supply Chain.Able to build strong relationships influence and challenge others.Able to demonstrate a proactive process improvement focus, incorporating a real attention to detail.Able to manage time and priorities effectively.Positive ‘can do’ attitude.Enthusiastic.Results Driven.Makes decisions, with confidence.Calm under Pressure.Team Player.Completer – Finisher.Proactive / uses initiative and does more than is expected.Willingness to Travel.How to Apply:

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on: Customer Service Officer

Kindly include your current and expected remuneration in your resume

Vacancy: Customer Service Assistant
Our client, a printing solutions company, is looking to fill the above position within its company.
Receive orders from the customersService the customer requestsCollect customer detailsOffer after sale serviceCross sell the company productsEligibility:

DiplomaOne (1) year working experiencePassionate and a highly motivatedGreat communication skillsTeam player with a strong work ethicIf you are a motivated and energetic individual who takes initiative, kindly make your application by clicking APPLY before the 26th November 2014.

Kindly note: only the shortlisted candidates will be contacted.

British-American Investments Company (Kenya) Limited is a leading diversified financial services Group in the country offering a wide range of Insurance and Asset Management services to individuals, small businesses, corporations and government entities. British-American is a global financial services company with offices in London, Mauritius, Malta and Kenya.

Vacancy: Assistant Manager Service Desk

Statement of Purpose: The IT Assistant Service Desk Manager is responsible for managing and advancing the first-level service and second level support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Description: This role manages the performance of Level 1 and Level 2 Services & Support to clients and ensures that agreed service levels are achieved. 

The role is responsible for managing a team of Service Desk analysts, Desktop support personnel, including in-house and out-sourced resources, who provide technical assistance to all Britam staff. 
Additionally the role has the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Assistant Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability.

This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. 

The role is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The holder of this role will also contribute to and coordinate problem management, request fulfillment processes, service and Asset configuration management and change management.

Accountabilities

Carries supervisory responsibilities in accordance with the organization’s policies to manage the service desk staff, including motivating them, recruiting, preparing overall performance evaluations and training.Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity.Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.Advance the use of a knowledge repository to share information among all levels of IT service and support.Prepare cost analyses, budget plans and proposals as needed.Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.Perform trend analyses, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction.Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users.Monitors the service desk report tracking system and monitor outstanding or critical issues.Ensures that work is performed and completed in an efficient and timely manner, and meets customer needs and corporate quality standards.Serve as escalation point for issues beyond project team authority; resolve conflicts involving scheduling, resources, or technical issues.Manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary.All other duties as assigned.The IT Assistant service desk manager must have experience in troubleshooting conventional software and hardware platforms.The IT Assistant service desk manager must have sound communications skills and experience working alongside other IT and business management professionals.The IT Assistant service desk manager must have the ability to foster relationships with end users and must become the champion of end-user satisfaction.Knowledge of computer hardware and software Bachelor’s degree in computer science or a related field or equivalent experienceAt least 2 years managing a Call Center or Service Desk function in an environment similar in size and complexity to our organization (required)ITIL V3 certification (required)Degree in Science/IT/Computer ScienceHow to Apply

CLICK HERE to apply online

Closing Date: Sunday, November 16, 2014

Our client is one of the leading companies in the tyre and oil industry with multiple vehicle service stations in Uganda. They currently have the opening below based in Kampala, Uganda

Position: Service Supervisor

Responsibilities:

Supervise all daily Service related operation in the workshop. Direct the customers to the right direction of the preferred service. Make sure that Company Policy is updated. Report to Sales man / Station Manager any complaint / Problem from Customers Ensure that all the cars serviced bears a correct mileage sticker. Ensure that the workplace and Environment Safety codes and polices. Assigned the work repair to the service man and Ensures that all the work is diligently performed. Review the Job cards and ensures business growth and Customer Loyalty. Train, supervise, counsel, schedule and evaluate Service Technician / Assistant/ Helper Provide technical assistance and work direction to support personnel and Up keep and maintenance of the facilityPerform activities, functions and other related tasks and duties as assigned or requiredMonitor and Maintain Constantly to Improve Quality Service offered in the workshop Ensure that always workshop is clean as per company Standards. Graduate / Diploma / ITI in Mechanical / Automotive or Equivalent Minimum of 3+ years of experience in Service Station / Service bay / any Oil Station. Strong Technical Knowledge of various Vehicle models, Branch Applicable for oil / Lubes.If you fit the profile above please send your resume to recruituganda@kimberly-ryan.net

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Our Client is a Manufacturing Company currently recruiting Customer Service Representative / Sales Assistant
This is an exciting opportunity for a talented individual, with a proven track record in a customer service role growing the FMCG business, to join the team as a Sales Assistant / Customer Service Representative

Job Summary: The person will be responsible for acting as a liaison between customers and the organisation.
Assists with complaints, orders, errors, account questions, billing, cancellations, and other queries. Key Duties and responsibilities

Providing help and advice to customers using the organisation's products or services.General processing of all customers enquiries and orders.Communicating courteously with customers by telephone, email, letter and face to face.Opens customer accounts by recording account information.Maintains customer records by updating account information.Recording all customer enquires and complaints in the prescribed forms.Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Communicates complex customer complaints to the customer service manager for requisite action.Keeping accurate records of discussions or correspondence with customers.Producing written information for customers, often involving use of computer packages/software.Learning about your organisation's products or services and keeping up to date with changes.Diploma preferably in Sales / Marketing and BusinessAt least 3 years customer service experienceSolid experience in directing Customer Service Operations Strong understanding of customer serviceExcellent communication skills Good knowledge of IT systems and software.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

N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.

Only candidates short-listed for interview will be contacted.For unsolicited applications,please drop your CV in our offices (Devan Plaza, Westlands 4th Floor) Monday to Friday- 3pm- 5.30pm ONLY.

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Vacancy (Needed Urgently): Service Centre Manager

Our client is the preferred Sole Distributor for a Leading Brand of Electronic appliances in Kenya.

The preferred candidate must have experience in Home - Electronic Appliances such as, home theatres, TVs, fridges, etc

Location: Nairobi

Duties & Responsibilities

Overall management of the respective Service Center and supervision of direct reporting staffResponsible for leading the Service Center team in all matters pertaining to the efficient and smooth operations of all customer service mattersOversee statistical data relating to performance of the Service Center in relation to RTAT, In-Home Service Rate and NPSOversee and monitor ISO processes and procedures relating to ServiceDevelop, monitor and administer Service Levels and adherence to same by direct reporting staffOversee the security of company assets including daily cash receiptsEnsure customer and staff safety during operational hours by spearheading all Health and Safety activities in the Service CenterIdentify training requirements for direct reporting staffPlan, forecast and implement Service Center action plansOversee Parts Department operations by hands-on involvementSeek and secure customer feedback to monitor and manage customer concernsResponsible for staff annual performance appraisalsAny other duties assignedRTAT at or under 3 Days for both In and Out of Warranty RepairsIn-Home SVC Rate at or above the 75% benchmarkNPS (Net Promoter Score) at or above the 2014 benchmark Customer satisfaction at or above 90% (via surveys for Walk-Ins and In-Homes)Parts Dept Fill Rate at or above 90%0% hazards and health and safety non conformities at the Service Centers3-5 years’ experience in Business Management to meet revenue & profitability target.Good experience in operation management in setting up service standards like RTAT, response time, completion time etcHandled large team of technicians, supervisors and management skillsExcellent communication skillsGood customer handling and customer interaction skillsMust have passion for customer serviceMBA will be an added advantageGood experience in managing spare parts departmentNB: This job description may be reviewed by the management at a later date; for the purpose of increasing efficiency.Only those who meet the minimum requirements stated need apply.
Detailed and updated CV, Indicating your availabilityExpected SalaryOn the Subject line clearly indicate “SERVICE CENTRE MANAGER”

E-mail to; theconsultant@dafinaconsultants.com

Our Client is an online market platform that is built for the developing world in general and Kenya in particular.They aim to address the challenges unique to this market while at the same time providing the convenience of buying and selling from the comfort of your own home.

Our client is looking for a candidate for Customer service who will consistently provide our customers with a great service and positive experience. 

Our client offers an exciting role and the opportunity to join a highly motivated team as well as the chance for personal and professional development in a new and rapidly expanding team. Requirements

Minimum 3 years’ experience in a Customer Service department or call centreExcellent people-management, motivation and team building skillsProficiency in CRM systems and IVRsWillingness to work long hours at times when the job requires it.Ability to work both hands on and at a high strategic levelGood written and oral English language skillsRight attitude and personality are keyThe ideal candidates should be able to speak English fluentlyFluency in French, Germany or any other foreign language is an added advantage but not a requirement.Ideal candidate should be computer literate with good typing speed.The ideal candidate should have a Diploma as a minimum academic qualification.

Position: Customer Service Manager
Reporting to:  Senior Service Manager
 Department: Customer Care

Role Purpose: He/she manages and renders post-implementation support to priority Corporate Customer on the assigned portfolios of top 500. 

This is a managerial level job requiring a high degree of initiative and skills in 2nd level customer service support. The holder of this job should have strong analytical and communications skills, dynamic and innovative to proactively manage the corporate customer expectations. The job holder will liaise closely with Corporate Customer Care, Finance department, ITN and Technical teams to ensure timely and effective resolution of customer complains in addition to managing Service Level Agreement (SLAs) and relationship building to ensure high customer satisfaction levels by corporate customers.Key Duties and Responsibilities
 
In Corporate Client Retention customer service management is involved in:Developing  strong relationships with customers to maintain ongoing revenue stream;Monitoring of SLAs for designated Customers:  Including Service Availability, Incident Management, Change Requests. Coordinate with Service Management Centre teams to deliver services to accounts under management; and also coordinate with relevant technical teams.Service Improvement Programs: This includes proactively identifying problems & post-mortem reporting and Capacity recommendations.Needs Assessment: Maintaining continuous proactive dialogue with clients to ensure that their needs are being met; Understanding the nature of the customer’s business so as to appreciate the customers evolving needs to ensure that services subscribed to meet their expectations as well as identifying growth opportunities and up-selling and cross – selling potential within existing client base; Monthly Customer Service Reviews and Reports: Providing professional & timely Monthly Customer Reports for extended support where required and as agreed.Analyzing Customer Capacity Reports: Analyzing customer requirements and providing capacity recommendations (upgrades/downgrades).Customer Operations Guide: Develop, share and review the Customer Operations Guide (COG) with all parties concerned.In Service Support Customer Service Management will discharge the following functions:Service Performance and Improvement: Review on a regular (preferably on a monthly) basis Service Performance and develop programs to proactively address any performance issues and track actions required to resolve recurring incidents and optimize service.Service Support and maintenance: Liaise with Corporate Customer Care to obtain fault history of Persistent and/recurrent corporate Customer Problems with a view to understanding the root causes and addressing the underlying issues. Customer Visits and Meetings: Arrange and attend regular Customer meetings (preferably on a monthly basis)  to review the Monthly Customer Reports and Service Improvement ProgramsPlanned/un-planned maintenance: Coordinate with relevant stakeholders in TKL to identify and communicate all planned/scheduled and un-planned/emergency maintenance work to the affected customers and relevant stakeholders both internally and externally to minimize disruption and  and/or degradation of the quality of service.Managing Change Requests; Manage customer-change request   in accordance with the company’s change management process.Accounts Reconciliation: Identify and follow-up/handle accounts reconciliation cases for managed customers to ensure prompt closure. Within stipulated SLA.Academic/ Professional Qualifications1st degree in a management and/or technical discipline and/or an acceptable diploma with experience.Holders of degrees in Business Management, Telecommunications Engineering, Electronics or an acceptable equivalent qualification from a recognized institution will be given preference.A master’s degree in Business Management and/or a diploma in a relevant technical field from a recognized institution will give an added advantage.Ability to partner and use network Attention to detailMarket validationCommitment to customerKnowledge of customer application and behaviorsAbility to work as a part of a teamLeadership and team buildingThis position is opened to Kenyan citizens only.If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.

Application should be sent by latest 15th July 2014, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. 

Apply through recruitment@orange-tkl.co.ke. Only shortlisted candidates will be contacted.

Customer Service Representative (Part Time)
Industry: BPO

Are you a lady pursuing a Diploma or a Degree in 1st or 2nd year of your studies in any field except IT or completed college level of education?

Flexi Personnel is looking for enthusiastic and self motivated customer Service representatives with a clear accent, flexible to work on shift basis. 

The ideal candidate must have outstanding computer skills and ready to work in a call centre.
Key Responsibilities

Screening and moderating user submitted content, answering support requests and performing support functions.Moderating and screening written user content on ProfilesModerating and screening user submitted photosAnswering Online Help RequestsAnswering telephone support requestsProcessing Testimonials (depending on language)Various support tasks assignedInternet and Computer literatePassion for Customer ServiceAbility to respond promptly to customer inquiriesAbility to multitask and take up more workload when requiredOutstanding language skills (grammatically correct, can express things clearly)Ability to work with multiple tabs and multiple browsers efficiently in a web browser based support system (speed and accuracy are important)Very good work ethics (is reliable, motivated, professional)  Call 0732376239/0716267044 today Tuesday 3rd June as from 2.00 pm to 5.00pm ONLY to book your slot for interview.

Simba Corporation is one of Kenya's most successful indigenous commercial group of companies with a rich heritage in Motor Vehicle sales and service. Simba Corporation is the sole distributor in Kenya for Mitsubishi, BMW, Fuso Trucks & Buses and Mahindra. Simba Corporation also has diversified business interests in fields such as Vehicle Assembly, Hospitality,Venture Capital, Financial Services and Entertainment.In line with its strategy of growth and innovation to be market leader, Simba Corporation is seeking to recruit experienced and exceptional individuals to fill the following key positions in its different franchises within the Group in Nairobi, Mombasa and Kisumu.
Ref.: SM/05/2014

Reports To: General Manager, Service
Supervision: Workshop Supervisors
 Purpose: To ensure smooth running of all workshop and body shop activities and ensure customer satisfaction through quality repairs, service and timely and cost effective jobs.
 Certify all workshop and body shop daily and monthly returns, LPO’s, petty cash, requisitions, WIP in workshop efficiency reports, etc.Market all workshop service and body activities including visiting customersPrepare revenue budgets and monthly forecast.Make out accident repair estimates and negotiate with insurance company and assessors.Handle all human relations, health and safety and security for the workshop department etc.Assist in complicated diagnosis and testing on vehicles.Follow up parts requisition and Vehicle Off Road (VOR) ordersTo collate the productivity and efficiency figures of all technical staff, on a daily basis.Plan, initiate and promote Service marketing events, to increase business.To analyze current policies, procedures and processes, and identify area’s for improvement.Plan and adjust the workloads for departmental personnel to match their skills and abilities, compensating for holidays and sickness.Ensure adequate maintenance of tools and equipment in the Service Paint & Body Department.Any other duties as assigned by immediate supervisorBachelors degree in Automotive Engineering or its equivalent (Technical Higher National Diploma)Professional Qualifications: n/a
 Experience: 5 to 6 years’ experience in a similar role.
Basic supervisory skillsTechnical skills in electronics, body work, mechanics,Attention to detailAbility to work well under pressure to meet deadlinesGood communication skillsHow to Apply
Attractive remuneration packages commensurate with the positions’ responsibilities will be negotiated with the successful candidates. If you believe you can clearly demonstrate your abilities to meet the relevant criteria for any of the roles above, please submit your application with a detailed CV via email, stating your current position, current remuneration, email and telephone contacts and quoting the reference number for the position applied for on your application letter and email subject.

To be considered, your application must be received by 30 May 2014 addressed to the undersigned. 

Only shortlisted candidates will be contacted.

Executive Selection Division
Deloitte Consulting Limited, Kenya
Email: esd@deloitte.com

Simba Corporation is one of Kenya's most successful indigenous commercial group of companies with a rich heritage in Motor Vehicle sales and service. Simba Corporation is the sole distributor in Kenya for Mitsubishi, BMW, Fuso Trucks & Buses and Mahindra. Simba Corporation also has diversified business interests in fields such as Vehicle Assembly, Hospitality,Venture Capital, Financial Services and Entertainment.In line with its strategy of growth and innovation to be market leader, Simba Corporation is seeking to recruit experienced and exceptional individuals to fill the following key positions in its different franchises within the Group in Nairobi, Mombasa and Kisumu.
Ref.: SA/05/2014
 
Reports To: Customer Service Manager
 Purpose: To receive customer vehicles into the workshop in a timely manner and ensure customer satisfaction with the service delivery process.
 Attend to customer promptly and courteouslyPrepare service orders as per customer requestAdvise customers on the progress of repairs on their vehiclesInform customers on the repair chargesAdd on sales to service departmentEnsure vehicles are delivered to customers on time and in good conditionQuality control at the point of delivery to ensure customer satisfactionReceive vehicles bookingsRespond to customer calls and queriesAny other duties as assigned by immediate supervisorDiploma in Motor vehicle Mechanics or related fieldProfessional Qualifications: n/a
Experience: 1 to 2 years’ experience in a similar role
Basic knowledge on vehicle mechanicsGood communication skillsHow to Apply
Attractive remuneration packages commensurate with the positions’ responsibilities will be negotiated with the successful candidates. If you believe you can clearly demonstrate your abilities to meet the relevant criteria for any of the roles above, please submit your application with a detailed CV via email, stating your current position, current remuneration, email and telephone contacts and quoting the reference number for the position applied for on your application letter and email subject.

To be considered, your application must be received by 30 May 2014 addressed to the undersigned. 

Only shortlisted candidates will be contacted.

Executive Selection Division
Deloitte Consulting Limited, Kenya
Email: esd@deloitte.com

Summary: Our client is a leading Insurance Company with a strong presence across Kenya and offers a wide range of products to cater for retail and SME’s and large corporate clients. Owing to continuous growth in customer numbers, asset base and size of operations, our client is looking to hire a Customer Service Officer.

Job Purpose:  In line with the customer service strategy, you will ensure exceptional service to clients and work closely with the business development team to ensure that enquiries from individual clients, brokers and agents are addressed in a timely and professional manner to maximize customer satisfaction and ultimately increased sales and sales opportunities.

In particular, you will be expected to;

Be the first point of contact between the company and agents/brokersAdvising the clients on new and existing company products and services that would add value to their business so as to initiate new and grow current businessResolves product or service problems by clarifying the customer's complaintRespond to enquiries from clients and inform them regarding company products. Ensure clients have updated price list whenever prices are revised.Take feedback from clients on brand awareness, competitors, service quality, etc.Discuss client complaints and issues with the Customer Service Manager and devise ways to resolve themBachelors degree in a business related fieldAt least 3 years experience in a comparable role in the insurance industryExperience in a call centre environment is an added advantage. Good communication and interpersonal skills with the ability to pass on information clearlyStrong customer service orientation that establishes a good working relationship with customers, Ability to multi-task in dealing with several different problems at a timeSend your application including a cover letter demonstrating why you are the best suited candidate for this role, a detailed CV highlighting relevant experience, details of current and expected salary, a daytime phone contact, email address, and the names of three professional referees by close of business Friday 23rd May 2014.

Adept Systems
Management Consultants
P O Box 6416, 

Email: recruit@adeptsystems.co.ke

Only short listed candidates will be contacted. 

Please note that we do not charge fees for receiving or processing job applications.

Summary: Our client is a leading Insurance Company with a strong presence across Kenya and offers a wide range of products to cater for retail and SME’s and large corporate clients. Owing to continuous growth in customer numbers, asset base and size of operations, our client is looking to hire a Customer Service Manager

Job Purpose: Reporting to the Head of Business Development and Marketing, you will be responsible for developing strategies to ensure that the company consistently offers high quality service to its customers effectively and in a timely manner and redresses service that falls below expectations.

In particular, you will be expected to;

Manage the Customer Service team through continuous training and development programs and performance managementManage the Customer Service Budget to ensure cost effectiveness in service delivery through regular budget reviews.Ensure proactive service delivery and expediently resolve brokers/agents  issues and build strong relationships.Design tools for monitoring, recording and assessing customer service standardsMonitoring company performance against these standards, investigating instances of off standard performance and making sure that these are remedied promptlyConduct customer satisfaction surveys among brokers and agents periodically and using outcomes to propose improvements in company products and service standardsMeet with key customers to resolve service issues in a prompt mannerTrain customer facing staff on customer service and incident handling.Monitor company-wide brand performance and compile reports for management and the Board to facilitate decision making.A Degree in Marketing or any other relevant field and professional certification in Marketing/Customer ServiceAt least 5 years customer service experience preferably within Financial Services or service Industry. Experience in managing a call centre is an added advantage. Good communication and interpersonal skills with the ability to interact well at different levels of management.Strong customer service orientation and ability to establish and maintain good working relationship with customers, Ability to multi-task in dealing with several different problems at a timeSend your application including a cover letter demonstrating why you are the best suited candidate for this role, a detailed CV highlighting relevant experience, details of current and expected salary, a daytime phone contact, email address, and the names of three professional referees by close of business Friday 23rd May 2014.
Adept Systems
Management Consultants
P O Box 6416, 
Email: recruit@adeptsystems.co.ke

Only short listed candidates will be contacted. 

Please note that we do not charge fees for receiving or processing job applications.

Dorbe-Leit Solutions Ltd is a reputable and highly innovative consultancy firm driven by the passion to place the right people in the right jobs. We are looking for a young, enthusiastic and self-driven individual to fill the role of Sales Service Executive for our client.
Are you hungry to change the corporate world by building a highly and empowered team of professionals through training? Do you love working with people, imparting knowledge and helping them realize their potential?
Are you passionate about selling, convincing and want to push beyond your boundaries to achieve financial freedom and inner fulfillment? Are you driven and motivated by targets and achieving goals?If so we would like to partner with you in bringing change in the corporate realms, we would like to hear from you!

As a Sales Service Executive, you will be responsible for the realization of organizational sales & marketing targets and plans in line with the corporate strategic goals. You will be first point of contact (POC) for our clients and a brand ambassador for the Company and therefore must project, protect and maintain a professional, refined, high-quality image of the organization.
You will be working for our client who is a leading premier business information company that provides a wide range of development, training and consultancy services with the aim of improving the performance and output in people and organizations.They empower, transform and share skills set transfer through training and consultancy to transform the management and leadership culture of organizations and their staff.Work hand-in-hand with the internal business development team in achieving marketing and sales operational objectives by engaging clients appropriately, conducting sales visits and building client relationships with an aim of increasing the Company’s client portfolioAssist in the coordination and implementation of sales and marketing programmes to identify and acquire new customers in liaison with the Chief Commercial OfficerMeet monthly, quarterly, annual goals and sales and marketing objectives which align with overall company goals.Growing the company’s revenue base by achieving sales and marketing targetsIdentify, manage and secure existing and new accounts and continue to maintain a high level of sales achievementPrepare business related proposals, pre-qualifications, expressions of interests and other bidding documents whilst liaising with the CCOResponding to general business inquiries and providing relevant, accurate information to clientsContributing marketing and sales information and recommendations to strategic plans and reviewsPreparing and complete sales and marketing action plans in order to meet assigned financial objectivesConduct sales pitches on Company trainings and attend client sales meetings accordinglyIdentifying marketing opportunities by researching on customer requirements and needs and strategizing appropriately in order to meet themEnsuring customer-service standards are met are adhered to at all timesProviding training coordination support including preparation of training material, booking venues, set-up of training rooms and all other relevant administrative supportSustaining rapport with key accounts by making periodic visits; exploring specific needs; anticipating new opportunities.Provide relevant sales information by collecting, analyzing, and summarizing data and trends within the training industry.Be responsible for the day to day updates and increase in followers on all our social media marketing platformsAny other duties as may be assigned from time to timeA minimum of a degree in a business related field from a recognized institutionA minimum of 2-3 years’ experience in sales preferably in training IndustryUnderstanding of the training industry will be a critical added advantageA good command and understanding of social media e-marketing tools for professional purposes. Formal training in this area will be an advantage.Required skills and key competenciesExcellent command and articulation of the English languageHigh interpersonal skills and ability to interact with people from all walks of lifeAbility to communicate clearly and effectivelyHigh team spirit and professional work ethicAbility to manage simultaneous assignmentsStrong organizational skills and keen eye for detailQuick thinker with a high level of proactivityIntegrity, a diplomatic manner and professional discretion essentialAbility to self-motivate and work under minimal supervisionProfessional and corporate imagePositive attitudePassion for Coaching / TrainingFacilitation experience would be a plusSalary Budget: Retainer of Ksh. 28,000 – 30,000 plus a 10% commission on every sale
 If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you. Please send a copy of your updated resume, salary and benefits to info@dorbe-leit.co.ke with the job title SALES SERVICE EXECUTIVE as the subject before close of business 13th May, 2014. Only successful candidates will be contacted.

Market Research Service Manager

Purpose of the Job:

Market Research is responsible for implementing and analyzing market research on target markets, products and customers’ organizations. 

The Manager provides updates, summaries and action steps based on research results; analyzes the competitive environment and makes strategic recommendations for the brand(s) based on these findings; presents and follows-up on all research projects to the brand team and across the organization.In addition, the Manager participates in supporting business development and commercial planning efforts by providing objective, in-depth information about current and future markets and competitive forces.

Functions / Responsibilities / Experience:
Proactively interact with Marketing, Business Development  and Sales Management to identify current and future product, market or customer information needs. He also liaises with the SBU and Departmental Heads to identify their key expectations of the market research department.Leads competitive threat assessments to develop rigorous assumptions about key competitors.Provide situational analysis support for brand teams.Collaborate with brand team to plan for competitor new market entrants and line extensions.Engages in dialogue with brand team (consumer, professional, digital and sales strategies, as well as creative) to identify and interpret information needs and discuss methodologies for ascertaining such information or dataExecutes market research (quantitative and qualitative) based on brand team needs using the appropriate methodology: live (discussion groups etc.), telephone, and online.Communicates relevant market research findings to key internal and external stakeholders outside of Marketing in one-on-one, group meeting, and commercial planning team settings.Leads secondary market research efforts; ensure meaningful interpretation and presentation for business development and forecasting requirements.Consults with Management, Marketing and Strategy and Innovation to understand research issues and develop the best quality research design plan for projects, which include the most appropriate analytical approaches that yield actionable and meaningful results.Aids in the development of annual research strategic plans for FEP Group Line of Businesses.Keeps abreast of 45+ consumer behaviors, including deeper insights into segmentation and trends in the marketplace relevant for products and services.Contributes to and supports inter-departmental or cross-functional teams to leverage knowledge and provide a market context to the work of others.Conducts secondary research and analysis on a range of marketplace initiatives for identifying potential products and services opportunities in support of FEP’s Strategic focus.Provides actionable reporting of research and strategic projects via written reports or presentations.Synthesizes information from a variety of studies to present or address an issue or to answer questions.Gathers, analyzes, and evaluates industry/competitive data to support new product development prior to acceptance.Assists in designing and managing the implementation of the annual market research budgetManages projects to time and budget.Any other duties as may be assigned by the Management.Skills / Experience:

Competencies

Knowledge of market research methodologiesAbility to work in fast paced environmentAbility to manage multiple projects and timelines simultaneouslyStrong interpersonal and presentation skillsBusiness AcumenCritical thinker with an eye for actionable results.Strong communication and Negotiation skills.Good interpersonal skills.People management skills.Planning and organizational skills.Good presentation skills.Complaints handling skills.Listening and questioning skills.Good in relationship building and maintaining.Excellent sales and marketing skills.High initiative and ability to work independently with minimum supervision,A person of high integrity and ethical behavior is a key requirement,Completion of a Bachelor’s degree in Business, Marketing, or a related discipline.10+ years of primary (custom) market research experience; or an equivalent combination of training and experience related to the duties of the position.Conversant with computer packagesGrowth in New Product Launch.Growth in Market Penetration from existing products.Satisfaction Surveys. Growth in income and reduction in marketing expenditure.Market Research finding communication and execution.Maintenance of a competitive edge within the Market. If you are innovative, self-starter and results oriented individual, looking for a challenging career and you have met the above requirements, please send your application letter,detailed C.V, together with copies of your relevant academic /professional testimonials and three referees, stating your current and expected remuneration to :-

E-mail: vacancies@fep-group.com.

ATT :

Human Resource Department
FEP Holdings Limited
P.O. Box 72367-00200
Nairobi – Kenya

So as to reach us not later than 15th May  2014. 

Only shortlisted candidates will be contacted for interviews.

FEP Holdings Limited is an equal opportunity employer,any lobbying or canvassing will lead to automatic disqualification.

Location: Nairobi

Salary: Negotiable

Reporting to the Managing Director
Duties and Key Responsibilities:Establishing relationships with the clients ,maintaining and nurturing business relationships with the existing  and new clients  with an objective of increasing company revenue  by meeting the set targetsPreparing sales contract terms as per clients needs  and discussing the same to customer’s satisfaction after necessary approvalCreating portfolio of the clients accounts and monitoring their ongoing activities with an  objective of ensuring they are completed in a timely and comprehensive manner to the clients satisfactionInitiate new business by establishing new business contacts  by developing thorough knowledge of the clients’ business and market trendsPreparing  briefs as per clients requirements for execution by the creative studioCheck each clients job status in the creative department and updating the client on the same with a view of having  timely and complete jobs as per clients  expectationsPreparing  accurate and timely quotations as per the client’s needsAdvising the clients on  new company products  and services that would add value to their business so as to initiate new  and grow current businessPreparing comprehensive and timely reportsImplementing the approved sales  and marketing strategiesHandling any other duties that may be assigned from time to timeDegree/Diploma in Sales and Marketing or related subjectA minimum of 2 years experience in customer service or related field in designBe motivated, enthusiastic with exceptional interpersonal skills and organizational skillsAble to work under pressure, multi task and make effective and consistent decisions under pressureKnowledge on advertising and printing will be an added advantageExcellent communication and presentation skills The ability to demonstrate an understanding of customers’ business requirementsMust be enthusiastic and results orientated with high energy and drive.Good personal and business planning skills.Team playerHow to Apply

Contact Person: HR Officer

Deadline: 30th May 2014

Please send Resume to: jobs@creative.co.ke

Telephone: 020-375063

The Institute of Advanced Technology (IAT) is seeking to recruit a Customer Service Assistant to handle our front Office reception work.

IAT Westlands is looking for a candidate to fill the position of Customer Service Assistant. The position combines both Front Office reception work, handling customer enquiries and keeping records of the same. 

The successful candidates will be trained on the job, and will also be given money to attend IT classes at IAT, as part of their employment contract.The suitable candidates should: Be Diploma holders, in a business related field Have completed both ICDL 1 & 2 Possess excellent interpersonal and communication skills able to work flexible hours (up to 7p.m. in the evenings) Have experience in handling customers and be people persons Have worked in a similar role for at least 6 months.If you strongly believe that you are competent to do the above job, kindly apply by email, with your CV and relevant certificates, not later than Wednesday 09th April 2014Human Resources Director
P.O. Box 14201, 00800 Westlands Nairobi, Kenya
Symphony Place, Waiyaki Way Slip Road, Westlands,
Tel: 4455000/0716 793 954,Nairobi
Email: HRD@SYMPHONY.CO.KE