Customer Service Jobs at Fanisi HR Solutions, Maersk Line, APA Life Assurance Company Ltd, Google, Lami and Old Mutual Kenya

JOB DETAILS:
Client Service Executive

Our client is an Employee Experiential Agency that develops people-centered and growth-focused experiences for their client's workforce.

They seek to hire a Client Service Executive who exemplifies the company’s value of Customer Obsession. The individual will be responsible for building and maintaining relationships with current and potential clients and providing them with information about new products or services

Roles and Responsibilities
• Provide a positive and professional client service experience
• Manage client inquiries and communication
• Provide clients with technical assistance on products and services
• Service sales prospects, follow up and in liaison with the sales team close sales
• Give a detailed brief and status reports to the event execution team
• Develop proposals in liaison with the sales lead
• Manage staff and client calendars, make sales calls and schedule sales meetings
• Attend client meetings and maintain records and minutes of meetings
• Attend to client complaints and escalate complex queries and issues to management
• Build positive client relations by checking in regularly with clients
• Maintain client records and document processes
• Identify potential client services concerns and facilitate proactive intervention steps
• Keep track of emerging trends and communicate new products to clients
• Recommend product improvements based on client services feedback.


Required Specifications

• Proven experience working in client service, client management, customer service marketing or related field
• Must have a people-first mentality and emotionally intelligent
• Possess great customer service skills
• Must be a great product representative with sales and Business development skills
• Proactive, inquisitive, curious and able to solve problems and provide solutions
• Bachelor's degree in business administration or an industry-related field.
• The ability to work efficiently under pressure.
• Excellent organizational and time management skills.


JOB DETAILS:
Senior Customer Experience (CX) Agent – Longstanding

The Customer Experience (CX) agent is responsible to own the global and local longstanding containers SOP for the country. Pursue for container return to fleet as per the SOP timelines, ensure that longstanding containers are kept at a minimum. The job entails much of negotiation with various stakeholders which includes customers, Kenya Ports Authorities (KPA), Kenya Revenue Authority (customs), Maersk destruction vendors as well as internal stakeholders. Manage customer relationship, interaction, experience, and general identification of improvement areas within the longstanding process.

Main Responsibilities:
• Identify import full and export empty longstanding containers by pulling reports.
• Working with customers to have cargo owners clear their cargo and return the empty units to Maersk.
• Act as the primary contact and follow up with all Longstanding units
• Avoid new legacy unit cases and ensure closure of old cases properly
• Timely and Valid LGSTG CODS comments updates.
• Ensure 100% adherence to Global SOP Longstanding Containers in all longstanding follow-up transactions as well as procedures related to cargo abandonment.
• Carry out accurate and timely census & reconciliation reports and container verification exercise
• Monthly RICC Longstanding updates for import full and Export empty containers.
• Working with authorities and vendors on cargo condemned for destruction.
• Working with Customs (KRA) towards stripping of the longstanding containers.
• Follow up with customs to ensure cargo in Maersk containers nominated for auction is auctioned.
• Negotiate waivers Longstanding containers in the company’s best interest.
• At all times adhere to company procedures and regulatory requirements
• To always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

Key Deliverables:
• Compliance with company business norms, terms, and conditions
• Risk assessment and management
• Excellent service delivery and client rapid client responsiveness
• Proactive and prompt communication to customers and other stakeholders
• Improved service delivery, directly contributing to business performance
• Achievement of individual objectives
• Compliance with respective statutory regulations such as customers, shipping regulations and relevant legislative provisions.

Required experience, skill and competencies
• Minimum qualification - bachelor degree in business or related field
• Good communication/presentation skills
• Strong Stakeholder Management
• Customer orientation/Collaboration/Agility
• Be able to effectively priorities workload
• Commercial experience (sales, customer service or counter).
• Industry experience (internal and external)

Role Related Desired Qualities:
• Conceptual and strategic thinking
• Business acumen
• Ability to drive and deliver results
• Analytical ability and problem solving
• Attention to detail
• Customer Focus
• Self-development
• Team player
• Ability to work with minimal supervision


JOB DETAILS:
Assistant Manager Contact Centre

KEY PRIMARY RESPONSIBILITIES
• Contact Centre team leader supporting Inbound, Back Office, Outbound and Quality Assurance.
• Training and coaching programs to continuously improve contact centre competencies
• Streamline the operational aspects of the Contact Centre and address related gaps that have a negative impact on customer experience, risk & compliance.
• Build best practice strategic contact centre by making it a valued add centre through revenue generation vide cross-selling, loyalty and retention drives, utilization of channels and robust customer on boarding initiatives.
• Institutionalize sustainable customer feedback and rating methods such as NPS and CSI measures.
• Review and recommend strategic initiatives that will improve efficiency at the contact centre.
• Manage weekly and monthly contact centre management reports.
• Contact Centre Operational risks assessment to ensure all-round compliance.
• Develop and support the implementation of key contact centre strategic initiatives toward Customer Service digitization.
• Drive contact centre strategic processes review and their alignment to the business
• Promote continuous improvement of people, processes and systems optimization.
• Promote departmental and organizational customer- centricity culture.
• Responsible for the end-to-end customer contact processes and their associated customer experience.
• Supporting cross-company initiatives to drive improvements, efficiency and reduce complaints.
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Performance appraisal of the Contact Centre team.

ACADEMIC QUALIFICATIONS
Bachelor’s degree in Business/Social Sciences or an equivalent

JOB SKILLS AND REQUIREMENTS
• Visionary Leadership
• Customer Focus
• Ownership & Commitment
• Team Spirit
• Critical thinking

PROFESSIONAL QUALIFICATIONS
• Professional qualification would be an added advantage

EXPERIENCE
At least 3 years’ experience management role experience in a busy Contact Centre


JOB DETAILS:
Responsibilities
• Identify, consolidate, and synthesize user voice insights for the SSA market in order to generate actionable outcomes
• Develop, evolve, and manage the execution of locally relevant strategies based on a deep understanding of products in SSA.
• Manage relationships with global, regional, and cross-functional Leadership, including Product and Engineering Leads, Legal, Marketing, and Business Development while representing gTech's Users & Products operations.
• Leverage the gTech Users and Products portfolio of services and collaborate with our global Technology, Product Vertical, Scaled Operations, Localisation and Content teams to deliver market focused initiatives.
• Lead cross-product market working groups to support and accelerate country strategy initiatives

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• Experience in a program management, sales operations, customer support, business development, or consulting role.
• Experience in problem-solving roles, making recommendations, and communicating findings based on data.
• Ability to speak and write in English fluently.

Preferred qualifications:
• Experience working in the Sub-Saharan African markets.
• Demonstrated track record of cultivating collaborative and motivated teams or working groups.
• Ability to streamline and simplify information and processes.
• Ability to analyze and structure data.
• Ability to manage multiple, time-sensitive projects with priorities.
• Excellent communication and influencing skills, especially in areas of storytelling and presentations towards global, diverse, and executive audiences.


JOB DETAILS:
Job Description
• The Customer Service Professional handles complex administration across the value chain to ensure resolution as well as providing advice on Investment information, Investment Performance and scheme administration and is individually accountable for achieving results through own efforts.
• Manages the processes to perform end to end client resolution
• Maintains client relationships in accordance with legislation, FSB regulations and good accounting practice.
• Manages and ensures instructions to the market are carried out accurately.
• Provides management information and executes action when required.
• Manages and provides expertise in applying and launching of new products, funds and systems.
• Manages and ensures that all month end deadlines and SLA requirements are met.
• Responsible for the documentation of all work processes.
• Manages and identifies enhancements required to improve Customer Experience, operational effectiveness and process automation.


JOB DETAILS:
Responsibilities
• Assist in designing and managing the operations module that services Lami partners.
• Support in implementing business strategies and plans to ensure successful implementation of all partner agreements.
• Assist in setting comprehensive goals for business performance and growth.
• Evaluate performance by analyzing and interpreting data and metrics
• Write and submit reports to the line manager on matters of importance to partner success.
• Manage relationships with partners and be available at their offices to handle partner queries.
• Review daily data from partners and recommend improvements.
• Organize partner trainings, renewals, upsell and cross-sell as may be required.
• Make follow up calls with the partners and ensure relevant declarations are made.
• Perform any other duties as assigned by the line manager.