Customer Service Officer at SKM Africa

Customer Service Officer at SKM Africa – SKM Africa Kenya Job Details

About the Role

SKM Africa is recruiting a Customer Service Officer for a full-time position based in Kenya. This role sits at the operational centre of the business, managing all client touchpoints and coordinating between internal teams, valuers, technicians, and repair partners. The Customer Service Officer at SKM Africa will be responsible for ensuring clients receive consistent, timely communication and seamless service delivery across valuations, vehicle tracking, and repair services.

In this position, you will handle a high volume of client interactions while maintaining detailed records and supporting service coordination efforts. The role requires someone who can manage multiple priorities, liaise effectively with technical teams, and identify opportunities to expand service offerings to existing clients. This is a coordination-focused position that directly impacts client satisfaction and revenue generation across the vehicle tracking and valuation sector.

Key Responsibilities

• Serve as the primary contact and liaison between clients, valuers, technicians, repair partners, and operations teams, ensuring clear communication flow across all parties.
• Manage client communications through phone, email, WhatsApp, and SMS, providing regular updates on valuations, tracking status, repairs, and service progress.
• Schedule and coordinate valuations, tracking installations and removals, repairs, and client appointments while sending reminders and handling any rescheduling requests.
• Follow up proactively with clients regarding tracking alerts, repair progress updates, expected completion dates, additional findings, and vehicle collection arrangements.
• Receive, log, and resolve client complaints by working with technical teams to investigate issues and keeping clients informed throughout the resolution process.
• Identify cross-selling and up-selling opportunities for tracking devices, comprehensive repairs, fleet management services, and recovery solutions.
• Maintain accurate client records and interaction histories in the system, prepare reports on client feedback and pending tasks, and flag potential revenue opportunities to management.
• Support valuation and tracking teams by communicating client requirements and feedback, and contribute to service improvements by reporting recurring client concerns to management.

Requirements & Qualifications

• Diploma in operations management, logistics, business administration, or a related field.
• Minimum 3 years of customer service experience in a vehicle tracking and valuation firm or similar technical service industry.
• Demonstrated experience managing or coordinating with technicians or field-based teams.
• Strong operational coordination and problem-solving capabilities with the ability to manage multiple concurrent tasks.
• Excellent communication and stakeholder management skills across diverse client and internal audiences.
• High attention to detail and commitment to data accuracy in record-keeping and reporting.
• Ability to perform effectively under pressure in a high-volume service environment.
• Proficiency with job management systems and MS Excel for data entry, tracking, and reporting.

What to Expect

• You will work in a service coordination role with regular client contact and interaction with internal technical teams, requiring strong communication and organisational skills.
• The position involves managing scheduling, follow-ups, and complaint resolution, which means your workload will fluctuate depending on client volume and service demand.
• You will report to the operations or customer service management team and work closely with valuers, technicians, and repair partners to ensure smooth service delivery.
• This Customer Service Officer at SKM Africa position in Kenya is open to qualified candidates. Click Apply below to submit your application.