One of our corporate client in ICT industry based in Kenya is looking forward to recruit for the following position:
JOB DESCRIPTION
JOB TITLE ASSISTANT HEAD OF CUSTOMER SUPPORT
REPORTING TO
HEAD OF CUSTOMER SUPPORT
BUSINESS UNIT
TECHNICAL DEPARTMENT
REPORTING TO
HEAD OF CUSTOMER SUPPORT
BUSINESS UNIT
TECHNICAL DEPARTMENT
1. KEY RESPONSIBILITIES
To ensure customer retention by;
• Maintaining the response turnaround time to a maximum of 20 minutes as per the Service Level Agreement.
• To be able to deliver more than expected in terms of service rendered, time-effectiveness and response to customers.
• Be aware of market price and service delivery movements to ensure SimbaNet maintains the competitive edge.
• To guide and act as mentor to the Support Management team as they deliver a unique service, providing high quality services and support to all clients.
• The Head of Support will ensure the smooth every day running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained.
To ensure customer retention by;
• Maintaining the response turnaround time to a maximum of 20 minutes as per the Service Level Agreement.
• To be able to deliver more than expected in terms of service rendered, time-effectiveness and response to customers.
• Be aware of market price and service delivery movements to ensure SimbaNet maintains the competitive edge.
• To guide and act as mentor to the Support Management team as they deliver a unique service, providing high quality services and support to all clients.
• The Head of Support will ensure the smooth every day running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained.
To Ensure Customer satisfaction:
• By getting customer feedback and make nay constructive amendments immediately in order to ensure delivery of services is the best in the market.
• By being able to resolve any customer misunderstandings through a patient, logical approach.
• Being a good listener, to think then respond without reacting.
• Being proactive
• Ensuring customers are added to monitoring system upon handover from projects
To supervise, retain and motivate staff:
• By enhancing attendance.
• Behavior is in line with the company policy.
• Acknowledge an effort well made that results in a good job.
To be able to troubleshoot basic aspects of the networks in collaboration with the engineers
• Be able to conduct basic troubleshooting
• Be able to direct customers in the meantime to troubleshoot
• To work with the Customer Relationship Team Leader to implement service delivery requirements.
• By getting customer feedback and make nay constructive amendments immediately in order to ensure delivery of services is the best in the market.
• By being able to resolve any customer misunderstandings through a patient, logical approach.
• Being a good listener, to think then respond without reacting.
• Being proactive
• Ensuring customers are added to monitoring system upon handover from projects
To supervise, retain and motivate staff:
• By enhancing attendance.
• Behavior is in line with the company policy.
• Acknowledge an effort well made that results in a good job.
To be able to troubleshoot basic aspects of the networks in collaboration with the engineers
• Be able to conduct basic troubleshooting
• Be able to direct customers in the meantime to troubleshoot
• To work with the Customer Relationship Team Leader to implement service delivery requirements.
Personal Characteristics:
• This individual must have a strongly developed sense of responsibility and work commitment. He / She must be highly motivated and eager to learn.
• He/She should be able to follow instructions and plans of action.
• Professional and personal ethics are essential.
• Most importantly, this individual should have a positive attitude towards work and view it as a means of intellectual achievement as well as that of living.
Respect, openness, flexible.
• This individual must have a strongly developed sense of responsibility and work commitment. He / She must be highly motivated and eager to learn.
• He/She should be able to follow instructions and plans of action.
• Professional and personal ethics are essential.
• Most importantly, this individual should have a positive attitude towards work and view it as a means of intellectual achievement as well as that of living.
Respect, openness, flexible.
II Education, Skills and Experience Required for the position
What minimum, education, skills and experience are necessary for effective performance in this position?
Education: Diploma / Bachelor's Degree in Information Technology
• CIM or any other marketing related qualification will be added advantage.
• At least 3 years’ of customer service experience serving in a middle level position.
• Strong experience in relationship / customer service management preferably in the Telco or ICT solutions sector.
• Experience in developing and executing strategic plans.
• Strong verbal, written, presentation and effective listening skills
• Must be customer centered.
• CIM or any other marketing related qualification will be added advantage.
• At least 3 years’ of customer service experience serving in a middle level position.
• Strong experience in relationship / customer service management preferably in the Telco or ICT solutions sector.
• Experience in developing and executing strategic plans.
• Strong verbal, written, presentation and effective listening skills
• Must be customer centered.
.
Only the qualified candidate will be contacted. Kindly send your CV to hrkenya@globalcareerscompany.net
