Duties & Responsibilities
- Management of switchboard, general phone call & coordination on enquires received
- Respond to all imaging emails from customers of branches and satellite locations
- Logging all imaging calls received via email/ phone etc. Assign and communicate log time to engineers and ETA to customers
- Management and coordination for all PMs on schedule, Install /Dis-install calls based on m/c delivery information
- Achieve response time by keeping focus on calls receive time and close coordination with engineers for meeting SLA
- Preparing estimates for all spare requests for various contracts and sharing with CRS; engineers; customers and follow up with concerned persons for LPOs
- Spares requisition and coordination for SOF for speedy spares delivery
- Follow up with field team for closing all calls/ job sheets including open for spares post delivery
- Coordination with credit department, sales and customer if customer on credit hold/ contract
- End-to-End Q’ number management
- Escalation tracker updating on daily basis, follow up for closure & circulation of tracker with all stakeholders
- PM calls logging & management
- HD reports, analytics and process flow for service delivery
- Fall-Back for others in Help Desk on need base
Thinking Requirements And Working Complexity
- Maintain a comprehensive and up to date knowledge of all solutions offered in Office Automation
- ERP / CRM system operations
- Excellent Negotiation skills
- Excellent communication skills both verbal and written
- High level of integrity
- Analytical Skills
Knowledge And Experience Required Of Jobholder
- Diploma in Customer Care or a related field
- 3-4 years of relevant experience in call center or customer care desk
- Fluency in English & Kiswahili
- Computer literate with knowledge on Microsoft Office suite
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