Customer Service Coordinator Kenyan Job

Position: Customer Service Coordinator 
Department: Customer Service Department

Role Objective:
The incumbent’s role is to provide coordination and administrative support to the Operations Manager in delivering customer’s solutions on time frames and within set budgets.

Duties & Responsibilities 
The incumbent shall be directly accountable for:

General Perspective 

• Responsible for maintaining project files; ensuring documentation is compiled and stored for future reference, and assisting in supporting “best project practices”.
• Responsible for the placing of equipment orders on behalf of the Operations Manager and the on time, delivery and accounting for such equipment into the client site.
• Required to deploy customer projects.
• Being the coordinator – customer services department,, you are directly accountable for:

Project Team 

• Schedule and allocate the technical team to specific projects
• Coordinate the project team to deliver projects within time and budget constraints.
• Handover documents and supporting the project team with day-to-day tasks as appropriate to role.

Project Communication 

• Supporting the Product Manager at project initiation meetings
• Ensure that Network Diagrams, Risk & Issue logs are created and updated
• Communicate plans and progress of projects to the client, Cross check project requirements to ensure the appropriate level of quality assurance is maintained
• Assist in peer reviews of others project deliverables
• Interact with customers, project teams and other internal teams maintaining strong flow of communication.
• Acting as document librarian uploading project information onto on-line management systems such as our Internal Client Relationship Management System (CRM) and Microsoft Project Server.
• Manage Service Level agreements and facilitate their renewal
• Support Customer Service Manager with reporting activities.

Managing Call Outs 

• Manage the deployment of small call-out solutions and projects for our internal & external customers
• Manage the customer cancellation of solutions and components
• Ensure that equipment requirements for operations & customer projects are approved, ordered and received on time, in the correct call-out Centers

Project Efficiency 

• Support of “best practices”; make recommendations to facilitate positive changes to the further development of project and procurement processes.
• Regular housekeeping of outstanding purchase orders.
• Liaise with stores and procurement to ensure supplies are readily available for projects being undertaken.
• Any other duties required by the Customer Service Manager or Chief operations Officer.

Personnel Management 

• Maintain records of personnel project assignments and provide a daily report to the Customer Service Manager and the Human Resource Manager.
• Evaluate the Leave schedule for the technical team to ensure that projects are handled within the scheduled time
• Directly in charge of time attendance of the technical personnel assigned
• Follow up with the HR office to ensure that complains raised by staff assigned are dealt with in the shortest time possible.
• Maintain a motivated technical team in line with the HR goals.
• Chair Staff assigned departmental meeting and ensure decisions raised are actioned

Organizational Allignment 

• Reports to the Customer Relations Manager
• Dealing with Internal and External customers to improve business profitability.
• This position may be assigned to support a Client account relations role

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

Skills & Knowledge Requirement 

• Proficiency in Microsoft Visio and Microsoft Project applications.
• Exposure to Prince2 Project Management Methodologies.
• Information Technology Project management
• Ability to prioritize and organize tasks in order of importance
• Client service and public interaction skills
• Team building and people management skills
• 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
• Stress management skills
• 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: 
Only those fulfilling the requirements of the positions should email  their detailed CV’s indicating availability & expected salary will be considered.

Position closes on 16th August 2013

On the Subject line clearly indicate “CUSTOMER SERVICE COORDINATOR”.

E-mail to: philip@dafinaconsultants.com