C&R Group's history began in 1986, then operating as Barclays Advisory & Registrars Services (BARS) as an in-house department of the Barclays Bank of Kenya, to offer share registry services to the banks' shareholders, after its listing in Nairobi Stock Exchange the same year.In 1996, the business was sold as an on-going concern and renamed.
28 years later, C&R group is the largest share registrar in the region with a strong brand, service excellence track record & a leadership position of 33%.
The group has 4 core business divisions; - Share Registrars Services, Document Management Solutions, Business Process Outsourcing Services & Company Secretarial Services.
Job Title: Front Office Supervisor Main Purpose of the job:
The responsibility of this position is to supervise the front office staff and handle client queries.
Field of Responsibilities
Customer Service
To communicate courteously with customers by telephone, e-mail, letter and face-to-face;
To investigate and solve shareholder’s problems with regard to their shareholding; these may be complex or long-standing problems that have been passed on by customer service assistants;
To handle shareholder complaints or any major incidents;
To ensure that accurate records of discussions or correspondence with customers are kept;
To analyze statistics or other data to determine the level of customer service the company is providing;
To write reports analyzing the customer service that the organization provides;
To develop feedback or complaints procedures for the customers to use;
To develop customer service procedures, policies and standards for the department;
To meet with the other managers to discuss possible improvements to customer service;
To be involved in the staff appraisals;
To train the staff to deliver high standards of customer service;
To lead and supervise the team of customer service staff;
To provide weekly reports to the Head of Operations and the Management Committee on the performance of shareholder services;
Other duties may be assigned on an ad hoc basis;
To take custody of one of the ‘Strong Room’ keys;
To take charge of the HFCs and ensure that they are kept safely and are accounted for;
Monitor and appraise staff reporting directly to this position; and
Any other duty as may be assigned by Head of Operations.Requirements
Qualifications (Academic); Bachelor’s degree in business related field or Equivalent
Experience; 3 years of experience in a similar position
Proficiency in Computer Applications Excel /Microsoft Office and data entry skills
Fluency in English required, skills strongly desirable.
Oriented towards high-quality and friendly customer-service standards
Customer service oriented with excellent communication skills.
Good leadership and influence skills geared towards staff motivation and customer loyalty.
Team player and relationship builder.
Ambitious and self-driven individual.If you are up to the challenge, possess the necessary qualification and experience, please send your CV only quoting the job title on the email subject (Front Office Supervisor) to careers@candrgroup.co.ke before 3rd February 2015
Kindly indicate current/last salary on your CV.
