MTN Business Kenya Limited has grown to become one of the leading providers of corporate communications having modern and reliable network infrastructure in the region.
Reporting to the Service Delivery and Strategic Projects Manager, the ideal candidate will be responsible for managing the Customer Service Team by ensuring delivery of first class, professional and high quality of customer service to all MTN Business customers.
The incumbent will have the mandate of:
We wish to urgently identify highly competent, proactive and self driven individual to fill the following position which is based in Nairobi, Kenya.
Team Leader, Service Delivery
Reporting to the Service Delivery and Strategic Projects Manager, the ideal candidate will be responsible for managing the Customer Service Team by ensuring delivery of first class, professional and high quality of customer service to all MTN Business customers.
The incumbent will have the mandate of:
- Inducting, developing and supporting the team to ensure resolution of enquiries, complaints and requests for services at the earliest possible opportunity.
- Responsible for day to day running of the helpdesk, developing work/shift schedules, coordinating handover notes, ensuring efficient and optimum service provision and providing administrative support across the hours of operation.
- Managing and collaborating with third party suppliers in ensuring that their performance and provision of services and quality is in line with our standards and expectations.
- Implementing and managing customer and suppliers Service Level Agreements for availability and delivery.
- Facilitating total account management in collaboration with other arms of the business.
- Managing the helpdesk call process and capture all activities into the Client Relationship Management (CRM) system.
- Implementing and managing service delivery matrices.
- Coordinating performance appraisals and leave plans for the team.
- Managing all escalations from the helpdesk, incident tracking, communication resolution of the faults and building service relationship with customers and conducting service reviews for customers.
- Preparing incident and operational reports.
Knowledge, skills and ability required:
- Bachelor’s degree in Information Technology/Computer Science or Engineering related field such as Electrical Engineering.
- At least 4 years’ experience of managing a Service Desk, two years’ with supervisory experience within a contact centre environment,
- Excellent knowledge of Networks and Internet troubleshooting, exposure to Information technology standards I.e. ITIL and ISO will be an added advantage
- Excellent interpersonal, people management and analytical skills.
- Experience in managing and maintaining client relationships.
- Demonstrable good written and verbal communication skills.
- Precision, reliability, dynamism and flexibility.
Interested candidates who meet requirements for the above positions may send their applications and detailed CV, including your qualifications, experience, present position and current remuneration.
The forwarding e-mail and cover letter must clearly indicate the job title on the subject line.
Send your application to hr@mtnbusiness.co.ke by 21st June 2013, before 5:00pm East African time.
MTN Business Kenya reserves the right to accept or reject any application.
Only short-listed candidates will be contacted.