Customer Service Representative - /Molo/

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About The Role<\\/b><\\/span><\\/span>
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Our client is a leading provider of internet and network solutions in Kenya, delivering reliable connectivity and technical services to businesses and individuals. They specialise in fibre and wireless broadband, network installations, and IP solutions, focusing on enabling efficient communication and seamless digital experiences. Known for their technical expertise and commitment to service quality, they continue to support organizations in achieving their connectivity goals.<\\/span>
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Job OverView<\\/span><\\/b><\\/span>
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To assist in overseeing the daily operations of customer service teams while ensuring consistent delivery of exceptional customer support.<\\/span>
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Responsibilities<\\/b><\\/span><\\/span>
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  • Collaborate with the Customer Service Team to achieve defined Business Objectives.
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  • To provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.<\\/span><\\/span>
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  • Achieve business goals defined in retention KPI’s: paying customer base and subscription revenue.<\\/span>
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  • Manage customer accounts to develop loyalty and prevent churn. Paying (customers served), on next due date. Conversion rate ofNPD/churn callers. Prevent downgrades per calls/customers served.<\\/span>
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  • Continuously scan the customer profiles and gather market dynamics to identify and develop proactive mechanisms of meeting and surpassing existing and emerging customer needs.<\\/span>
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  • Analyse customer lifecycle trends, market forces, competitor activities and propose short -term and long -term customer retention strategies in order to achieve retention and revenue objectives.<\\/span>
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  • Provide timely and effective aftersales to newly activated customers 0 -3 months to achieve CSAT, customer effort score and NPS KPIs.<\\/span>
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  • Monitor of the customer interactions (complaints, requests and enquiries) to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.<\\/span>
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  • Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by fully complying with the departmental & organizational operation policies, procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.<\\/span>
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  • Contribute to product development and improvement through continuous feedback analysis collected from clients.<\\/span>
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    Requirements<\\/h3>
    • Diploma in IT, Business administration, Management or any other business -related discipline.<\\/span>
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    • Proficiency in Microsoft Office Applications<\\/span>
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    • At least 2 years of work experience in a similar role within a busy work environment<\\/span>
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      Key Skills And Competences<\\/span><\\/span><\\/b>
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      • Ability to spend long hours sitting and using office equipment, computers<\\/span>
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      • Ability to manage stressful conditions well<\\/span>
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      • Flexibility with work shifts<\\/span>
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