Customer Service Agent at Kimisitu Investment Company Limited

REPORTING TO:          Accountant

CONTRACT DURATION: 5 Months

PURPOSE OF THE JOB:

The job holder will be responsible for providing Customer Care and IT support to the Kimisitu Investment Co. PLC office and ensuring effective co­ordination of customer service and IT functions as required for effective operation of the business.

MAIN DUTIES AND RESPONSIBILITIES:

Customer Service

• Communicate courteously with customers by telephone, email, letter and face-to-face, social media, bulk texts, bulk emails, surveys etc
• Respond to customers queries/complaints on phone/ Email and any other communication channel within minimal timings
• Ensure that processes and procedures are adhered to in the documentations.
• Shareholders register management including shares transfers, updating bank details, dividends payments communication, issue of shares certificates etc. To assist clients to purchase company shares and products.
• Handles clients’ issues on allocation of plots or any other disputes arising
• Preparation and submission of timely reports as and when they are required by the respective department(s).
• Pitch ideas for improving customer care and make recommendations to management to improve customer experience
• Accurately and efficiently address any issues or disputes with customers.

   IT Support Role

• Installing and configuring computer hardware and software, systems, networks, printers and scanners
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults and resolve problems (repair or replace parts, debugging etc.)
• Logging customer/employee queries and responding within agreed time limits to call-outs
• Analyzing call logs to spot trends and underlying issues; logging and processing support calls
• Planning and undertaking scheduled maintenance of the machines and server.
• Set up new users’ accounts and profiles and deal with password issues
• Ensuring ERP  system optimal uptime to avoid inconveniences to the users.
• Coordinating with software and/or hardware vendors to ensure resolution of issues raised by users
• Ensuring that computer equipment procured meets the required specifications
•  Conduct regular system audits. Prepare and share regular reports with management.
• Obtaining replacement or specialist components, fixtures or fittings
• Maintaining records of software and/or hardware licenses and records/logs of repairs and fixes and maintenance schedule.
• Ensure security of data, machines, through access controls, backups and firewalls
• Provide user and technical support including staff training, security, confidentiality and integrity of information and ICT infrastructure.
• Conduct electrical safety checks on computer equipment.
• Data backup roles
• Client contacts list management and safety

NATURE AND SCOPE:

Internal Contacts: General Manager, Accountant, Admin Assistant, Sales Executives and other staff

External Contacts: Clients, IT vendors

KNOWLEDGE, SKILLS AND EXPERIENCE:

Academic Qualifications

• Diploma in IT or any relevant field. A Degree will be an added advantage

Professional Qualifications

MCSE, ERP System Administration and Communication

• 3 years’ experience at a similar position; Information Systems implementation and network infrastructure support and maintenance;
• End user support experience including hardware and software setup, installation and troubleshooting.
• Demonstrated working knowledge of Microsoft PC operating systems, Office 365, Windows Server Administration and networking technologies, such as VPN, firewalls, and various LAN technologies.
• Website administration skills.

Skills and Attributes

• Strong Customer Service Management skills;
• Ability to cope under pressure;
• Ability to multi-task
• Planning and organization skills;
• Good Communication and presentation skills
• Good Public Relations and Interpersonal skills
• Digital Literacy
• Research Ability