Job Title: Customer Service Coordinator
Reports To: Customer Service Manager
Position: 1
Salary: 60,000
Role Objective
The customer service representative will be responsible for maintaining project files; ensuring documentation is compiled and stored for future reference and assist in supporting best project practices. Duties and Responsibilities Deal directly with customers either by Telephone, Email and Face to face Follow up on progress on customer inquiries to ensure customer satisfaction. Cross check projects requirements to ensure the appropriate level of quality assurance has taken place,
assist in peer review s of others project deliverables. Manage the backorder management process to show awareness inventory availability Raise job cards as per the customer orders on the LPO Support Customer Service Manager with reporting activities. Acting as document librarian uploading project information onto on-line management system such as client Relation Management System (CRM) and Microsoft Project Server. Analyze, evaluate and resolve customer enquiries at the first point of contact Deal with customer complaints and resolve them with a positive problem-solving attitude. Direct requests and unresolved issues to the designated resource person. Interact with production department to assist customers with trouble resolution Keep records of customer interactions and transactions Actively look for ways in which the service could be improved Coordinate the project team to deliver projects within time and budgeting constrains Support product manager at project team with day to day tasks as appropriate to role. Respond to input from customers and production department (complaints, praise and concerns) to help us identify better ways of providing the service Identify root causes of issues and put forward proposals to the directors for improving the system and service to ensure that a longer term solution is provided. Undertake customer satisfaction research. Any other duties as assigned.
Qualification
Academic Qualification:
Diploma in Business Information Technology/ Telecommunication and Information Technology/ electrical and Electronic engineering or a Higher National Diploma in Telecommunication.
2 years minimum experience in Information Technology Installation Industry experience
Extensive certification in project Management and customer care.
Knowledge Requirement.
Proficiency in Microsoft Visio and Microsoft project application
Exposure to prince2 projects management Methodology
Information Technology project management.
Skills and Interests
Client service and public interaction skills
Team building Analytical and problem solving skills
Decision making skills
Effective verbal and listening communications skills
Ability to read and write to record pickups and maintain daily records.
ONLY those FULFILLING THE REQUIREMENTS of the positions should email their application together with a detailed CV in Word Format and indicating your Current and Expected Salary and Availability, via email to dafina@wananchi.com . Not later than 21ST September, 2012.
Reports To: Customer Service Manager
Position: 1
Salary: 60,000
Role Objective
The customer service representative will be responsible for maintaining project files; ensuring documentation is compiled and stored for future reference and assist in supporting best project practices. Duties and Responsibilities Deal directly with customers either by Telephone, Email and Face to face Follow up on progress on customer inquiries to ensure customer satisfaction. Cross check projects requirements to ensure the appropriate level of quality assurance has taken place,
assist in peer review s of others project deliverables. Manage the backorder management process to show awareness inventory availability Raise job cards as per the customer orders on the LPO Support Customer Service Manager with reporting activities. Acting as document librarian uploading project information onto on-line management system such as client Relation Management System (CRM) and Microsoft Project Server. Analyze, evaluate and resolve customer enquiries at the first point of contact Deal with customer complaints and resolve them with a positive problem-solving attitude. Direct requests and unresolved issues to the designated resource person. Interact with production department to assist customers with trouble resolution Keep records of customer interactions and transactions Actively look for ways in which the service could be improved Coordinate the project team to deliver projects within time and budgeting constrains Support product manager at project team with day to day tasks as appropriate to role. Respond to input from customers and production department (complaints, praise and concerns) to help us identify better ways of providing the service Identify root causes of issues and put forward proposals to the directors for improving the system and service to ensure that a longer term solution is provided. Undertake customer satisfaction research. Any other duties as assigned.
Qualification
Academic Qualification:
Diploma in Business Information Technology/ Telecommunication and Information Technology/ electrical and Electronic engineering or a Higher National Diploma in Telecommunication.
2 years minimum experience in Information Technology Installation Industry experience
Extensive certification in project Management and customer care.
Knowledge Requirement.
Proficiency in Microsoft Visio and Microsoft project application
Exposure to prince2 projects management Methodology
Information Technology project management.
Skills and Interests
Client service and public interaction skills
Team building Analytical and problem solving skills
Decision making skills
Effective verbal and listening communications skills
Ability to read and write to record pickups and maintain daily records.
ONLY those FULFILLING THE REQUIREMENTS of the positions should email their application together with a detailed CV in Word Format and indicating your Current and Expected Salary and Availability, via email to dafina@wananchi.com . Not later than 21ST September, 2012.