Senior Customer Relations Officer at Kenya Ports Authority

Responsibilities

• Managing turnaround time of documents from online lodgement to invoicing in a bid to enhance satisfaction. Identifying training needs and other career-enhancing courses for staff personal development
• Preparing duty rosters and annual leave days for the section/Units, recommending overtime duties to Units/section staff where applicable.
• Ensuring that brochures are up to date and in place. Issuing tariff books and other promotion materials, journals, brochures to both internal and external customers.
• Developing / deepening the relationship with customers and ensuring that customers profiles are updated regularly
• Handling efficiently custody items such as computers/printers in billing/Customer Care sales offices, utility equipment, stock items (invoice/statement stationery, Tariff Books, etc) and facilitating their procurement.
• Exploring new sales areas & way to achieve target
• Preparation & maintaining the sales call report
• Providing after-sales service to customer to ensure Customer Satisfaction
• Providing solution to the customer’s documentation and billing needs.
• Managing the day to day running’s of the Customer Care Centre
• Selling and promoting the Authority’s services through direct and cross selling to achieve financial goals and increase customer base & revenue. Managing groups of assigned customers and prospective accounts.
• Mentoring and coaching staff

Qualifications

• Be a holder of a Bachelors Degree in Commerce or any other Business related field from a recognized institution
• Be a valid member of a recognized professional body and be of good standing
• Have not less than five (5) years’ experience in providing support in delivery of customer relations services with at least three (3) years served at a managerial level
• Knowledge of Port Operations and/or Maritime Logistics Industry will be an added advantage