Customer Care Executives / Administrators Jobs in Nairobi Kenya

We are a medium sized tours and travel company based in Nairobi specializing in cab services, air ticketing, hotel & camp bookings, corporate events hires, weddings convoys & outrider hires and executive Limousines transfers. Due to our rapid growth, we are looking to recruit result oriented individuals to fill the below positions in our fast growing organization. The successful applicants will start working in January, 2014;-Customer Care Executive / AdministratorJob Scope
Receive calls from current and potential clients.Answer questions about product details, the company and issues with account for the customers.Assist customers with technical issues or operational issues experienced focusing on analyzing and responding to public criticism and customer complaints.Meet Quality Assurance Requirements.Co-ordinate presentationEnsure that customer requested bookings are handled effectively and ensuring clients get a prompt response.Writes and edits company publicity materials and press releases.Gathering information in specific areas and the impact on customers, and forwarding the same to the head of operations.Telesales functions.Handling administrative and procurement duties of the company.Helps in developing overall social media marketing strategies.Maintain external social media sites and consistently updates and controls content and design.Diploma in Business Administration, Sales & Marketing or customer service management.Must be able to handle stress and work odd hours including Saturdays and public Holidays.Must be a well presentable lady of high integrity.Must able work under pressure and observe strict deadlines.Must be above 28 years old with atleast 2-3 years experience in busy customer care environment in Tours & Travel industry.Computer applications knowledge is a MUST.Basic training in Customer Care Service is an added advantage.Interested qualified individuals should submit their Application and detailed CV via E-mail; vacancies@africabstours.com, clearly Quoting the Position Title in the Subject line.Female candidates are highly encouraged to apply for all the positions.Deadline for receiving applications will be on 20/12/2013.Only shortlisted candidates will be contacted for interviews.Canvassing will lead to disqualification.

Wananchi Group Customer Lifecycle Manager Job in Nairobi Kenya

Wananchi Group (K) Ltd

Job Title: Customer Lifecycle Manager

Department: Customer Service Dept
Location: Nairobi

Position Reporting to: Customer Experience Director

Job Purpose / Summary: The Customer Lifecycle Manager will be responsible for leading a team in the design, implementation and execution of strategies that drive customer retention, loyalty, share and revenue growth.  

This will be achieved by:

Defining and measuring Customer Satisfaction and Promoter KPI's, identifying risks and opportunities and implementing improvement plans.Designing programs that strengthen customer relationship, proactively minimize non payed customers, increase customer retention and minimize churn through customer win-backs.Leading the customer base analytics, identifying opportunities, designing and implementing up-selling/cross-selling campaigns that increase customer share and sustainable revenue growth.Key Responsibilities will include:Achieving budgeted financial goals in the key customer lifecycle KPI's (average revenue per customer, non payed disconnects, churn). Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI's, analyzing results and implementing improvement plans. Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and arpu enhancement opportunities. Design the specific campaigns, in collaboration with Marketing, that will be used by the retention and upgrade teams. Implement the campaigns and measure results taking corrective actions to ensure targets are met.Lead the loyalty and retention functions to build diagnostic, descriptive and predictive models, creating proactive and reactive loyalty and retention strategies and programs. Deliver appropriate in-depth analytics to understand the levers that drive customer churn.Lead the strategy for the development of CRM as the tool of a relationship based model enabling the analysis of customer related information -demographic, business and behavioral for the identification of loyalty and retention strategies, cross & up selling opportunities and data feedback for product definition and improvement in other functional areas. Through the customer base analytics monitor product life cycle propose refinement in pricing & product and determine possible Support models based on customer segmentation and customer value.Experience and Background Needed:BA/BS degree required. Master's degree in Marketing or equivalent strongly preferred 5+ year’s relevant experience in Telecommunications or consumer industries.5+ years of progressive experience and leadership in building and implementing customer relationship and cross-selling programs in Telecommunications or consumer industries.Proven track record of driving revenue growth and reducing churn.Strong financial/analytical skills required as well as development of business plansLeadership, strong personal work ethic and initiative, and the ability to build strong cross-functional relationships including those with senior level executives  Email CV to recruit@ke.wananchi.com

Deadline: 18th December 2013

AKL International Customer Service / Data Entry Job in Mombasa Kenya

AKL International – Mombasa

Customer Service / Data Entry

The job-holder will be responsible for standardizing customer service and experience across the company to ensure that the team offers top level, prompt, courteous and efficient service to customers, achieving exhilarating customer experiences.

Qualifications

This person must be able to wears multiple hats and be able to multitask while maintaining excellent organization. Diploma in a business related field.At least 1-3 years’ experience in handling customer Service at a supervisory levelBetween 25-30 years of age.Fluent in English.Strong communication and telephone skills.Ability to discreetly handle confidential informationThis person must process strong computer skillsStrong personal accountability Able to complete tasks with a very high quality of performanceWillingness to work extra hours when necessaryAccuracy of reporting and data base information Develop customer service standards and devise ways to measure and monitor the same.Oversee the achievement and maintenance of agreed customer service levels and standardsCoordinate with other departments to ensure facilitation of service delivery and implement growth strategies.Analyze relevant data to determine customer service outputsIdentify and implement strategies to improve quality of service, productivity and profitabilityCo-ordinate and manage customer service projects and initiativesPlease send in your applications to careers@akl-internation.com
Quote Customer Service as the heading.

Housemart Co. Ltd Sales, Customer Care, Warehouse and Casuals Jobs in Kenya (53 Vacancies)

Housemart Co. Ltd is an international company dealing with building and construction materials, household commodities and hardware products and is looking for the following personnel.
Holder of bachelor’s degree with majors in marketing;Minimum 3 years’ experience in sales and marketing with bias in building materialsShould have through knowledge of western Kenya and Nairobi area;Holder of bachelor’s degree with majors in marketingMinimum of 2 years’ experience selling FMCG and previously worked in Husbah Company (P&G)Must be computer literate, with exceptional proficiency in MS ExcelGood organizational skills, telephone etiquetteProfessional and presentable10. Customer Service Supervisor Preferably a lady, holder of bachelor’s degree with majors in marketing;Experience in customer care is an added advantage;2 years or more sales and marketing experience;Holder of a diploma in supplies and purchasing, 2 years’ experience in warehouse management.Has a warehouse on-site management and warehouse planning capabilitiesSecondary school educationAbility to speak English.On the subject line indicate the position you are applying for Application to be submitted not later than 30th July 2013

Apply to: hr_kenya@sunda.com 

or Housemart Co.ltd, P.o Box 6780-00300 Nairobi or drop your CVs at North Airport Road, Seyani Brothers opposite Tajmall.

Customer Accounts Team Leader Job in Nairobi, Kenya

(Recommended- Business Development Manager)

Industry: Records and Management

Location: Nairobi

Our client, is the leading records and information management solutions provider in the Middle East and Africa, operates from 15 offices in 12 countries developing secure, innovative and customized solutions that address the full information life-cycle, meeting the needs of corporate and government clients across an extremely broad range of industries seeks to recruit an Customer Accounts Team Leader. 

The ideal candidate will be required to lead and work with the team members to achieve set targets.Setting clear achievable targets and smart objectives as well as develop practical plans to achieve those targetsVisiting customers to maintain the business and acquire new customers and business opportunities and also follow up with the credit controller to drive customers to pay on time as contracted and as per credit policies.Managing available resources efficiently to meet the goals within the set time frame.Managing and monitoring the team’s top customers to ensure these customers are sustained and providing continuous contribution to productionCoaching and motivating the team to deliver best results and also prepare regular reports on the performance of the team and identify plans of actionMeasuring of baseline performance and allocating bonus to team membersKnowing the customer’s business and /or seeking  information about the real underlying needs of the customer, beyond those expressed initiallyBachelor Degree/ Diploma in Sales and Marketing or Business related fieldMinimum of 2-4 years experience preferably from related fieldComputer Proficiency: MS Office Applications (Word, Excel, Power Point & Outlook)Should have proven integrity and leadership skills Strong negotiations and persuasion skills Strong communication and problem solving skills Should posses a valid driving licenseTo apply, send your CV only to cvs@flexi-personnel.com before Friday 5th July 2013. Clearly indicate the position applied for and your minimum salary expectation on the subject line.

Customer Account Executive Job in Nairobi, Kenya

(Recommended- Customer Relations Executive)

Industry: Records Management

Location: Nairobi

Our client, is the leading records and information management solutions provider in the Middle East and Africa, operates from 15 offices in 12 countries developing secure, innovative and customized solutions that address the full information life-cycle, meeting the needs of corporate and government clients across an extremely broad range of industries seeks to recruit a Customer Accounts Executive.

Managing customer inquiries, problems, requests, suggestions and determining appropriate solutions or responsesEnsuring high levels of customer satisfaction by providing smooth customer service to customers as per agreed service standardsNegotiating customer claims and initiating billing adjustments in coordination with team leaderGrowing existing customers and identifying potential customers for supply chain and delivery solutionsDeveloping new customers from target market and existing customers with business solutionsPlanning and executing regular maintenance and business development visits to customersMaintaining and regularly updating customer informationUnderstanding and networking all aspects of customers’ business needs Promoting suitable products  and developing solutions for customers involving business unitsWorking with other business units  such as ground operations, cargo operations to ensure proper service delivery to customersPreparing and issuing proposals and quotations to customersBachelor Degree in  a business related fieldConsultancy selling skills Should possess a valid driving licenseExcellent communication skillsA minimum of 2-3 years working experience Computer Proficiency: MS office Applications (Word, Excel, Power Point &Outlook)Previous experience in customer management experience will be an added advantageTo apply, send your CV only to vacancies@flexi-personnel.com before Friday 5th July 2013. Clearly indicate the position applied for and your minimum salary expectation on the subject line.

Customer Service Representatives Jobs in Kenya

Customer Service Representatives (Shift work)
Are you a Diploma holder with a clear accent and outstanding computer skills, flexible to work on shift basis?
Flexi Personnel is looking for enthusiastic and self motivated customer Service representatives with a positive attitude and a team player to work in a call centre.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 literate Passion for Customer ServiceAbility to respond promptly to customer inquiriesAbility to handle and resolve customer complaintsAbility 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 ethic (is reliable, motivated, professional)Interested? Call 0702 152 674 on Tuesday 25th June as from 12.00 noon to 4.00pm ONLY to book your slot for interview.

Note: Only serious candidates need to call

Aon Kenya Claims General and Assistant Managers, Customer Service, Healthcare Operations obs in Nairobi

Aon Kenya Insurance Brokers Ltd is a market leader ¡n insurance broking, Risk Management and Human Capital Consulting.
The firm is going through a period of solid growth and need to fill the following vacancies.
General Manager, Claims Department  Managing claims department to include, claims processes management, personally handle malor claims, staff performance management, and prepare claims department annual business plan.A bachelor degree in a relevant field, CII finalist with 10 years hands on experience of which 5 must be at senior management in a busy underwriting and claims departments of an insurance or insurance intermediary firm.
Those with healthcare related claims management experience will have a definite advantage.
Assistant Manager, Claims Department Work with insurance brokers to ensure speedy and efficient claims settlement.Bachelor’s degree, with at least 4 CII credits or equivalent coupled with not less than 5 years hands on experience gained in a busy insurance underwriting and claims departments.
Assistant Manager - Customer Service, Healthcare Department  Effective management of allocated accounts by complying with client Service Level Agreement protocol, handling clients’ enquiries and complaints.Bachelor’s degree with at least 5 years hands on experience gained in a busy insurance underwriting or customer relations departments.
Manager - Operations, Healthcare Department Effective management of membership database, reports unit management, good understanding of medical underwriting processes and effective IT system operations.Bachelor’s degree with at least 5 years hands on experience gained in a busy insurance underwriting or operations departments.
If you meet the above requirements, please email your application and resume to
aon_rec@aon.co.ke on or before noon 4th July 2013 quoting the job title and reference as the subject. Only shortlisted candidates will be contacted.

CAP Customer Relations and Sales Trainer Job in Kenya

Customer Relations and Sales Trainer
CAP Youth Empowerment Institute Kenya, is supported by MasterCard Foundation, was established to provide Basic Employability Skills Training (BEST) for disadvantaged youth in the society with particular focus on women to get equitable, qualitative learning and access to promising labour market oriented opportunities, savings and credit that support their pathways to safe and positive futures.

The key purpose of the organization is to assist 10,000 disadvantaged youth to make informed choices, develop labour-market oriented employability skills and access job placements, savings and enterprise development support.

About the position

Successful candidate will be based in our Nairobi Centre as a Customer Relations and Sales Trainer. Successful candidate must be willing to relocate to Nairobi. The right candidate must be self-driven who can work with minimal Supervision.

Job Responsibilities

We are looking for people who have pride, passion and energy, but mostly love TEACHING.Take responsibility for the quality of teaching delivered.Guidance and skills development to ensure that standards are maintained and improved.To act as a personal tutor to CAP students.Developing, customizing and Delivering Sales and Marketing curriculum.Assist students get internships and placements.Link the youth with potential employers.Adequately equipping the students with Sales/Marketing/Customer Relations skills.Assist in the design and preparation of materials, resources and information to be used in respect of programmed delivery.Carry out monitoring, guidance, support and mentoring of the learners and take action as required.Ability to meet deadlines and handle diverse tasks simultaneously using prioritization.Strong oral and written communication skills.Strong interpersonal, leadership, and motivational skills.Excellent Presentation skills.Dynamism, creativity and flexibility.Networking skills a must.Must be flexible.One (1) year working experience in Sales/Marketing, Customer Relations, PR.Past experience as a Trainer is desirable.Must be mature and with the right attitude.Must have relevant training in Sales/Marketing/Customer Relations.Aged 25 to 33 years.Must be passionate about working with young people.Degree in PR, Marketing, Mass media, Customer relations.
To express interest in this opportunity, send your CV to hrcapyei@gmail.com by 30th June 2013.
Cover letter should be pasted on the body of the email and not as an attachment. Applicants are required to quote their current and expected salary. Only short listed candidates will be contacted.

Golftrick Investments Receptionist/Front Office, Customer Service Executive, Graduates Programme, Stores Assistant, Credit Clerks/Cashiers Jobs in Mombasa, Kenya

We are a new upcoming consulting and trading firm based in Mombasa. Our areas of focus include Research Training and Education and commodity trading.

Receptionist/Front Office

Job Summary

To assist our guests efficiently, courteously and professionally in all front office and golf related functions.To maintain our standards of hospitality at all times.To have a thorough knowledge of all front office and golf operations. Job PurposeOur Front Desk Agent is very often the first and last member of staff hotel guests will see.They have to reflect our atmosphere and convey a sincere welcome to all customers and coordinate management with staff and guests with business.Section Two: General Tasks and ResponsibilitiesPractice gracious hospitality and promote goodwill by addressing guest’s by name, being friendly and helpful to all guests, fellow coaches and stars at all times.Attending to calls, both internal and external calls according to our Standards.Have knowledge of villa and Homestays types and locations within the resort and assign rooms as per required rates indicated and maximize villa sales.Have knowledge of the villa and Homestays rates, the packages, discounts and maintain knowledge of our product line, market conditions, and customers' objectives.To ensure maximum villa occupancy in line with agreed policy on overbooking.Communicate to the housekeeper with detailed information and requests on the expected arrival of the day including special services required e.g. a baby cot.Due to the nature of our business, understand that work schedules and demands of the position may vary from time to time.Participate in the daily 15-minute brief and complete all duties listed on reception checklist.Develop a thorough knowledge of the property, staff, services and the hours of operations.Ensure guest messages are delivered promptly to the guest rooms.Handle wake up calls diverted from the call centre.Perform all business centre duties and cover the area in accordance to the departmental rota.Assist in the training of new employees when required.Protect guest’s and stars security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorized by a coach.Handle any guest problems or complaints in a professional and hospitable manner and report any unusual occurrences and/or requests to a coach.Ensure the cleanliness and neatness of the front desk.Hand over any relevant information with necessary departments and stars.Familiarize yourself of the daily activities and meetings that are being held in the hotel.Have a thorough knowledge of the hotel PMS system, telephone systems, PDQ, pagers and scanners. Know who to report hardware and software problems to and know how to action crash procedures.Actively participate in special guest programs such as: repeat guest history, guest satisfaction surveys and guest responses.Study the function sheets, the guest correspondence letters, memorandums and any other relevant information to ensure that communication between the Front office department and all the other departments is maintained at all times.Perform manual postings of both accommodation and other related expenses onto the guest accounts and receive payment.Have knowledge of and maintain the safe deposit boxes.Be flexible in assisting around the property in response to business and guest demands as well as to any other reasonable duty as requested by the management.Print contingency reports, i.e. departure list, high balance report, in-house guest list, guest ledger balance report, upon every shift - 7am, 12pm, 3pm and 11pm. File in the respective files as backup in case of system failure.Have the departure list ready with all the bills attached to the guest folios prior to the guest check out.Handle guest checkouts efficiently and in a professional manner, having a thorough knowledge of all checkout procedures.Ensure that all the departed rooms have been checked out from the opera system and file the key card.Alert the front management or the assistant manager immediately you notice a discrepancy.Comply with all company policies and procedures, but allow for judgement flexibility as situations demand.Attend and participate fully in departmental and company meetings and training sessions as required by your Manager and to implement the given training as well as taking responsibility for your personal development within the company.Comply with the company regulations as stipulated in the staff handbook, regarding uniform timekeeping, hygiene and general conduct.Understand the Resort’s Fire and Safety proceduresIs following Company’s Mission / Vision & Guiding Principles.Is complying with the Company’s Code of Conduct, Employee Hand Book and Kenyan Laws.Is familiar with Club Lounge members, known repeat guests, VIPs and provide special attention and recognition.Assists in maintaining presentation standards to ensure facilities, OS&E and FF&E are clean, in good repair and well maintained.Participates on the guest compCustomer Service Executive

The job-holder will be responsible for standardizing customer service and experience across the company to ensure that the team offers top level, prompt, courteous and efficient service to customers, achieving exhilarating customer experiences.

Key Duties and Responsibilities

Accuracy of reporting and data base informationDevelop customer service standards and devise ways to measure and monitor the same.Oversee the achievement and maintenance of agreed customer service levels and standardsImplement the standards in all MCL outlets.Coordinate with other departments to ensure facilitation of service delivery and implement growth strategies.Analyze relevant data to determine customer service outputsIdentify and implement strategies to improve quality of service, productivity and profitabilityCo-ordinate and manage customer service projects and initiativesEvaluate performance and management of staffIdentify and address staff training and coaching needsConduct customer service audits.Coordinate the complaint handling process.Track customer complaint resolutionHandle complex and escalated customer service issuesDiploma in a business related field.At least 3-5 years’ experience in handling customer Service at a supervisory level.Good knowledge of Bank/Microfinance Operations, CPA qualifications and Audit will be an added advantage.Key Competencies

Personal attributes & skills required in undertaking the role:

Should be able to foster and imbibe excellent service values to all relevant staff.Excellent communication and presentation skills.Leadership Skills. Socially Confident - at ease with meeting people, knows what to say and is quick to establish rapport.Quick thinker - is able to think on their feet.Resilient - emotionally restrained, rarely upset by criticism.Optimistic - able to keep spirits up despite setbacks.Innovative - generates ideas, shows ingenuity, and thinks up solutions.Achievement/ results orientated - Needs to do well, enjoys challenges, and is strongly motivated to achieve impressive results.Assertive - will put forward an idea or view despite opposition and without violating rights of othersAffiliative - shares with and consults others, enjoys working in a collaborative context.Aged to be between 28 - 35 years.Graduate Management TraineesWe employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our clients at the heart of everything they do.

And we're looking for more people like this to join our friendly and professional team.

We currently have the following vacancy:

Graduates Programme
In return we'll give you a generous financial and benefits package including healthcare support, pension scheme, hotel discounts worldwide and the chance to work with a great team of people.

Most importantly, we'll give you the room to be yourself.

Requirements

Bachelors degree or a Diploma in any Hospitality Course,Business Studies,Accounts, ETC.Results oriented, entrepreneurial and self-motivatingTenacious and resilient, driven to achieve even when faced with obstaclesStrong commercial understanding of business issues / opportunitiesStrong understanding of sales and marketing strategy and planning issuesStrong analytical skills, with ability to develop strategies, tactics and measurable implementation.Previous experience will be an added advantage.Stores Assistant

To act under the direction of the store’s and logistics manager by carrying out all stores activities and operations assigned

Computer LiteratePresentableGood Communication SkillsConversant with Sage-pastelWe are looking for accounts clerks/cashiers.

Requirements
Literate in basic computer applicationsA certificate in KATC, CPA PART 1OR Diploma in Business Administration3 years working experience (will be an added advantage)All applications accompanied by Cv should be sent to golftrickinvestments@gmail.com

Wananchi Group Customer Service Manager Job in Kenya

Vacancy Announcement Number: WGK/002/2013
Post Title: Customer Service Manager
Wananchi Group is the first Triple Play operator in Kenya and on the African continent, offering cable & satellite TV; high speed broadband Internet and telephony, under the brand name Zuku. As we continue to expand our network footprint, we are constantly seeking qualified individuals who have the talent, passion and desire to be part of a great team.
The Customer Service Manager will be responsible to deliver exceptional Customer Service performance by self and team by overseeing the overall performance of the Customer service department through excellent customer service, query and incident resolution as well as business development across the board through cross-selling. He/she will also be involved in recruiting, inducting, appraising and leading the call centre team, acting as a point of both knowledge and escalation, managing multiple stakeholders and driving service improvement.Reporting to the Customer Experience Director, The Customer Service Manager will be responsible for:LeadershipAnalysis, Reporting and FeedbackProcess Improvement and ManagementCollaborating and Business SupportCustomer ServiceManage the Customer service department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.Manage the Call Centre in an effective and efficient manner so as to provide a seamless and one point of support to all our clientsDaily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.In conjunction with the Chief Commercial Officer, agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer service department Contribute to product development and improvement through continuous feedback analysis collected from clients.University Degree in a Business related field. An MBA would be an added advantage.At least 7 years of Customer management experience, with at least 3 years at senior level.Experience of managing and driving service improvement whilst managing multiple stakeholders within a similar contact centreExperience in Call Centre Service Activities, systems and proceduresKnowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.Experience in writing reports, business correspondence, and procedure manuals.Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists. Planning and organization.Ability to project a positive image for him/ herself and the company.Good team player with a commitment to value based leadership.Results- oriented.Credibility and flexibility to deal with people at a variety of levels.Highly adaptable and versatile. Ability to handle ambiguity and work unsupervised in an unstructured environment.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Ability to motivate staff through leadership.Ability to handle a high stress environment positively.Ability to create good and strong work ties cross departmentallyCommitted to quality, customer service, equal opportunities and diversity, best practice and best valueClosing date is 21st June 2013
If you are qualified and up to the challenge submit your application together with detailed curriculum vitae, copies of academic certificates to recruit@ke.wananchi.com quoting the VA Number and title of the position in the subject line. Please note that only qualified candidates will be contacted.
Wananchi Group (k) Ltd is an equal opportunity employer

Ringier Customer Service, Online Content Editor & Social Marketing Job in Kenya

Job Description: Customer Service, Online Content Editor & Social Marketing

Department title: Ringier Customer Service    

Reports to: Customer Service Lead
 

Work location: Nairobi

Job Details 

Online editing of platformsPerform updates and ensure engagement on all social media platformsIncrease and maintain social media reach on all platformsRepresent the voice of Rupu, Rupushops, Ruputravel and Pigiame on respective social media platformsInteract, respond to and follow up on all queries, comments and issues on all social media platformsEnsure the daily tracking of all sales on Rupu Ensure tracking of all Rupu stock Create customer coupons for all purchases made on RupushopsEnsure the collection and delivery of purchases made on RupushopsEnsure all enquiries made via phone, email and social media are responded to within 1 hour and resolved within 24 hours Take over any duties assignedKey Responsibilities& Result Areas    Polite, honest, fun and engaging communication with customers and on all platformsEnsure 50% of all enquiries are responded to within 1 hour (during working hours) and resolved within 24 hoursEnsure social media growth by 15% each quarterWorking Relationships (Internally & Externally)Coordinate deal content and approval with sales representativeForward social media info/trends/feedback to rest of teamDegree in Marketing, Communications or IT Excellent verbal and written communication skillsTeam playerStrong attention to detailPrevious internet work experience Social media affinity, good understandingExperience with social media toolsPersonal and Managerial AttributesSmart, creative and innovativeEye for design and advertising communicationHonest, strong work ethics and integritySelf-disciplined, able to work within deadlines Well-organized; can multi-taskExcellent time-management skillsIn order to be considered for an interview, email your application to recruit@ringier.co.ke by 21st June 2013.

Manufacturing Industry Sales Supervisor, and Customer Care Jobs in Kenya

Promising Employment Opportunities

Sales Supervisor {Food Manufacturing Industry}

To assist the Sales Manager in leading, directing and motivating the sales team in order to achieve the overall corporate sales objectives.To assist the Sales Manager in revising and implementing the sales strategies plans.To assist the Sales Manager in generating sales opportunities by identifying appropriate business targets.To assist the Sales Manager in providing a professional and excellent level of customer service with existing and new customers.Supervise the shift that you are scheduled??.Assist Sales Manager by completing all assigned duties??.Supervise Sales Representatives??.Assist with sales rep questions, concerns and product/service questions.??Create sales reports on weekly and monthly basis.?Generate sales volume for the food Manufacturing Company.Experience in food manufacturing company will be an added advantage but not a must.Salary dependent of previous job experience.Requirements

A degree/ Diploma in Marketing, Business or any other relevant academic credentials. Must have had at least 4 years active selling experience.

Customer Care Executive {Manufacturing Industry}

Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Prepares customer service summary reports and co-ordinates the handling of difficult and/or unusual situations.Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internalInitiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate department or employee.Ensures and provides quality service to both internal and external customers.Receives inquiries from and/or contacts the organization’s departments to resolve a variety of order-related issues.Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.Performs assigned system maintenance to various electronic order files.Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.Responsible for contributing to the development and execution of the annual marketing business plan which will include customer service area goals and timetables.Makes decisions concerning the implementation of new customer service policies and procedures.Contributes to the development and maintenance of standards, policies and procedures regarding customer service.Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.Facilitates the collection of competitive information in order to monitor business trends and opportunities.Prepares, generates and distributes daily reports and order acknowledgements to appropriate departments or employee(s)Responsible for notifying the management of any required updates of customer records on the organization’s internal database.Answers customer inquiries/communications as required.Attends regular customer service departmental meetings.Provides activity/statistical summary reports each week to the director.Conducts follow up phone calls to survey respondents who have concerns or questions.Requirements
Incumbent is required to have Degree/Diploma in Customer Care/ Marketing or any other relevant field and 4 years progressive customer service or direct marketing or sales experience. Must work under pressure, be able to juggle many projects simultaneously, and have excellent interpersonal and communication skills. Must also have an excellent sense of priorities and data base management experience.

All applications to be sent to titus@kentrain.co.ke and mainamaina83@yahoo.com indicating the Job Title by 14th June 2013

Note: Don’t attach the certificates!

IT Customer Care Support Officer Job in Kenya

 IT Customer Care Support OfficerOur client dealing with Information technology solutions is seeking to recruit suitable qualified candidates to fill the position of IT Customer Care Support OfficerEligible candidate must meet the following qualifications;    Higher diploma in Information TechnologyMust have knowledge in Basic Trouble ShootingMust have a minimum of 1-2 years experience in customer serviceShould be an outgoing and dynamic personShould have good communication skillsShould be aged between 20-26 years old both male and femaleAll qualified candidates should send their applications including three referees, CVs and expected remunerations to info@ardenafrica.com.

The candidates should indicate the position applied for in the subject line

Customer Relationship Manager Job in Kenya

Customer Relationship Manager

Reporting to: Assistant General Manager, Operations

Coordinates: Customer Service teams.

Job Overview:

The Customer Relationship Manager will effectively and efficiently coordinate the customer service function by partnering with the Operations Division and other internal teams to build and sustain a customer service excellence culture within the business in order to differentiate the company brand on the basis of service excellence and to enhance business growth and retention.

Main Responsibilities

Service Excellence

Partners with departmental teams to develop and implement strategies, programs and initiatives that deliver customer delight at all service delivery points.In liaison with departmental teams to continuously reviews and improves customer retention and customer experience initiatives to improve overall customer delight index for the Company.Assesses customer needs and collaborates with the relevant departments to implement solutions and initiatives that meet and exceed customer expectations. Regularly receives data from the business on lost accounts stating reasons for lapsation and in partnership with the departments, develops necessary measures to redeem lost accounts. Collaborates with the business to continuously analyse customers’ needs and to develop products and services that address these needs.Collaborates with the business to initiate and sustain a customer loyalty recognition programme to enhance business retention.Serves as customer advocate, accountable for escalation and proper customer positioning on all issues pertaining to customer satisfaction with the authority of representation across organizational and departmental boundaries.Liaises with retail business to develop and implement appropriate retention best practices and strategies for the high value customer segment.Investigates and solves customer problems and complaints, which may be complex or long- standing problems that have been passed on by customer service staff.Receives and maintains a record of all complaints made to the company whether in writing, person or by way of telephoneIn liaison with the departments, responds to all complaints in accordance with the company’s Complaints Handling Policy.Customer Relationship ManagementCollaborates with ICT to implement an appropriate Customer Relationship Management system to improve service delivery through technology.Builds and sustains a process of constant customer engagement to enhance customer loyalty.Initiates and sustains the process of availing a range of customer access channels to enable customers to access our services in ways that suit their specific circumstances.Organizes and implements initiatives geared towards improving client relations through, but not limited to:

Client satisfaction surveys;Client product awareness sessions;Target based incentive programmesEnsures the priorities and needs of customers are understood and included in organization-wide initiatives.

Liaises with the Communications department to ensure that electronic statements, policy contracts and marketing material are availed to customers through the company website and e-mail.Develops and implements, in conjunction with the relevant operating departments, strategies to enhance client relationships including regular client visits, open days, cocktails, luncheons, product awareness workshops, golf tournaments etc.In conjunction with Head of Research, carries out market research and gathers related information needed to drive growth and improve processes.Researches and maintains knowledge to ensure up to date appreciation of all applicable regulatory requirements and compliance policies and adheres to all such standards, both legal and regulatory to avoid exposing the business to undue risk.Maintains an updated databank on feedback from clients about service delivery and products.Develops and implements appropriate mechanisms for sharing feedback from customers with internal teams and carries out aggressive and consistent follow up to ensure identified gaps are addressed on a timely basis.Serves as repository for all client feedback flowing in through the company website; ensures timely response to all such messages and follows up to address outstanding issues.In collaboration with HR, develops, implements and coordinates training on customer service excellence across the company.Ensures that all customer service employees are well trained and understand the rules, ethics and expectations that apply to their jobs.A degree in a business or marketing field from a reputable university. Extensive experience and demonstrated success in customer relationship management preferably from the financial sector.Strong analytical, interpersonal, presentation, communication and negotiation skills.A track record of successfully meeting targets.Self-starter with experience and desire to acquire new business.Must be self-driven, energetic, resourceful, creative, and possess strong leadership skills.Ability to project a strong, positive image of him/herself and the Company.Excellent organizational skills and ability to manage multiple tasks across multiple sites and multiple systems.Strong leadership and management ability to inspire and coach employees to accomplish strategic goals and related tasks.Good reporting and analytical skills with ability to articulate complex issues and simplify them to facilitate decision making.Strong interpersonal skills with the ability to manage internal and external relationships towards SLA compliance.Significant experience in delivering high quality client portfolio managementExcellent technical competencies such as profit orientation and business awareness with a client focus and relationship-orientated.  A need to understand the importance of client relationships is paramount to the success of this candidate, knowing the importance of communication and our desire to closely engage and guide our clients is essential. 

Bank Customer Service Representatives Job in Kenya

Customer Service Representatives

A leading bank in Kenya is seeking to recruit Somali speaking Customer Service representatives. 

The position combines both Front Office reception work, handling customer enquiries and keeping records of the same.

The suitable candidate should:

Be a Diploma holder, in a business related field with ambition to advanceFluent in Somali languageKCSE mean grade C+ (plus), with a C+ (plus) in both Mathematics and EnglishPossess excellent interpersonal, communication skills and people skillsHave worked in a similar role or had a front office role for at least 6 monthsPreferably below 28 years of ageComputer proficient
Applicants should email their applications attaching a detailed curriculum vitae, academic certificates and a letter indicating why they are interested in and qualified for the position and the names of three referees who can provide confidential assessment of their capabilities to a Search Committee. All communications relating to applications for this position should be addressed to: therecexpert@gmail.com .
Applications should be received by 10th June 2013. Only shortlisted candidates will be contacted. On the subject matter of the email please indicate the position you are applying for.