Customer Service Agent at Kimisitu Investment Company Limited

  • Full Time
  • Nairobi

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

Method of Application

Interested and qualified candidates should apply using the Apply Now button below.

To apply for this job please visit www.myjobmag.co.ke.