Customer Service Coordinator Vacancy

  • Full Time
  • Nairobi

Abela Studio Agencies

Job Summary

Our client in an IT Solutions company is in urgent need of a qualified individual to work as a customer service coordinator in their company

Minimum Qualification: Diploma
Experience Level: Entry level
Experience Length: 2 years

Job Description

Academic Qualifications

Diploma in Business Information Technology
Telecommunication and Information Technology
Electrical and Electronic Engineering or a Higher National Diploma in Telecommunication Electrical & Electronic Engineering or a Minimum 2 years’ Information Technology Installation industry experience.

Extensive certification in Project Management and customer care.

Job Description

Increase 60 SLAs
Generate 3 monetary leads in a week.
To cross sell from at least two deployments.
Mandatory real-time use of CRM /ERP system on all Customer Service aspects.
Enforce timely and effective submission of:

– Daily Technical Report to CSC upon site attendance

– Real-time updating of the Technical Timesheets

– Job Cards submitted within 12 working hours

– Survey reports submitted immediately upon attendance of site survey

– Mandatory follow-up for update with technical team on site within the hour

Attain Alison Certification on:

– Customer Service up to Diploma Level

– Project Management up to Diploma Level

– Sales certification up to Diploma level

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 Effective Project management for all projects by ensuring:

– Project planning, scheduling, execution, onsite training, commissioning and timely handover;

– Deployment of professional project engineers as site leaders/managers for all projects

– Availability of Implementation schedule and project planning meeting minutes

Reviving inactive/dormant accounts by cold calling at least 10 customers per week
Ensure same day service on all call-outs by scheduling the requests within 1 hour of the customer 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
Immediate Escalation of any challenge that may affect prompt quality service delivery to a customer.
Minimize the number of repeat jobs in a month to 0 in all client deployments.

Knowledge Requirements

Proficiency in Microsoft Visio and Microsoft Project applications
Exposure to Prince2 Project Management Methodologies
Information Technology Project management

Skills Requirements

Ability to prioritize and organize tasks in order of importance
Client service and public interaction skills
Analytical and problem solving & Decision making skills
Effective verbal and listening communications skills
Ability to read and write to record pickups and maintain daily records
Stress management & Time management skills

Personal Attributes

Be honest and trustworthy, be respectful, Possess cultural awareness and sensitivity
Be flexible, demonstrate sound work ethics, Deal with the public in a positive, courteous and respectful manner

Note: Applicants wishing to be registered on the ABELA database may be required to pay a fee.

Our recruitment terms and conditions apply.




If you believe that you can clearly demonstrate your abilities to meet the relevant criteria for this position, then please submit your application letter, attach your CV, certificates and letters of referee NOT LATER THAN 6TH July 2018 by using this url/website.