About Role
We are seeking a highly driven, dynamic, process and detail-oriented Front Office Intern keen to work in a start-up environment and passionate about Africa’s growth, understands technology and wants to be part of a great growth story. This position will be part of a team that is setting out to build a pan African Data Center colocation business.
Duration: 6-Months
About Company:
iColo is a technology infrastructure company that designs, builds, and operates state-of-the-art carrier neutral data centers in East Africa. iColo data center’s are highly connected hubs providing space and power to customers for colocation and we serve a broad spectrum of customers which include telecom carriers, local enterprise customers, global content delivery networks and cloud platforms. We have 4 data centers campuses which are located in Nairobi, Mombasa and Maputo.
iCoIo.io is part of Digital Realty (DLR) with over 285+ data centers in 26 countries across 6 continents. To learn more about iColo.io, please visit https://www.icolo.io/ or follow us on LinkedIn and Twitter.
Key Responsibilities
To provide administrative support to the team members across a wide range of tasks, and to provide assistance to the accountant for the basic bookkeeping, filling and statutory submissions and to co-ordinate collections and deliveries with the courier company.
Key Tasks
- Front office and general office management
- Facilitate physical access to the facility and general customer reception
- Assist in petty Cash management and reconciliation, Prepare and process employee expense reports for reimbursement
- Managing calendars; making travel, meeting and event arrangements in Nairobi office
- Attend to telephone inquiries from customers, suppliers and attend to visitors
- Keep records of customer interactions and file documents
- Manage office supplies inventory
- Timely Renewal of subscriptions and membership to various bodies i.e. City council permit renewal, OSHA
- Respond efficiently and accurately to all customer calls, explain possible solutions, and ensure that customer’s feel supported and valued
- Understand and strive to meet or exceed call centre metrics while providing excellent consistent customer service
- Ensure all customer calls are logged in the customer portal system
- Assign tickets and calls to the correct queue i.e. Billing, Support etc.
- Communicate with and engage data centre Facilities Manager and engineers to ensure that tickets are attended to within agreed internal and external SLAs agreed with customers
- Utilize customer portal and other business tools appropriately
- Build sustainable relationships and trust with customers and other team members through open and interactive communication
- Produce monthly Icolo Service Center reports to Line Manager and other Departmental Heads
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Close all ISC tickets in customer portal to completion with notes and information related to the ticket
- Adhere to Data Center and overall company policies and procedures
- Other tasks as assigned
Required Skills & Experience
- Bachelor’s Degree In Business Administration /Communication or equivalent experience in customer service
- IT background – added advantage
- Ability to determine work priorities, make decisions and take appropriate actions
- Ability to meet schedules and deadlines of the work area
- Ability to multi-task, prioritize and manage time effectively
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Effective writing and speaking in Portuguese and English
- Ability to communicate effectively
Good to Have:
- Knowledge of IT, Networking would be preferred
- Quality Focus
- Market Knowledge and basic knowledge of data centers
- Documentation Skills
- Listening and Phone Skills
- Managing Customer expectations
Start Date: 09th October 2023
End Date: 06th April 2024
