Assistant at Sanergy

Key Duties and Responsibilities

• Be the contact person for all clients, escalate any client complaints that arise, propose solutions and follow up to ensure they are resolved within 24hrs
• Actively seek feedback from internal/external stakeholders in order to plan, implement and sustain customer satisfaction projects both internally and externally
• Actively seek feedback and collect data from both internal/external stakeholders in order to plan, implement and sustain client value addition projects
• Collect sufficient information from engagements with prospects/leads to calculate the cost of the problem in order to come up with sales proposals
• Monitor patterns and trends in customer related issues that come up from time to time and identify lasting solutions to resolve them
• Maintain a CSat scorecard for all clients with indicative metrics month on month
• Reduce cost of service by tracking percentage decrease of net cost to client month on month.
• Manage environmental footprint by initiating projects to reduce percent of waste landfilled, increase percent recycled vs total waste collected. 
• Increase internal understanding of the clients by accurately forecasting organic vs inorganic waste generated.

 Key Result Areas

• Ensure 100% of all issues are tracked daily on Issue Tracker
• Ensure 90% of all issues raised are resolved within 24hrs
• Ensure 100% daily collections, monthly invoicing and reporting
• Ensure a decrease of net cost to client month on month
• Track and forecast accurately all operational metrics affecting Customer Success
• Maintain and run projects to improve and sustain CSat scoring criteria for all clients
• Ensure a reduction of landfilled waste to below 30% 
• Ensure volume recycled is increased to over 60%
• Ensure volume dumped is reduced to below 10%

 Skills, Qualifications & Experience

• A bachelor degree holder in business administration(sales/marketing majors) or environmental science/studies
• Good MS office skills with particular Excel
• Good interpersonal skills
• Highly developed communication skills
• Work under minimal supervision  
• Past experience in customer relations/service/sales will be an added advantage

Required documents

• Valid Driving Licence
• NHIF
• NSSF
• KRA PIN
• Police Clearance Certificate
• Academic Transcripts and Academic Certificates