Customer Service /Digital & IT Officer at Kimisitu Investment Company Limited - KICL

REPORTING TO:               Sales Manager

Deadline for application:     17th November, 2021

PURPOSE OF THE JOB:

The job holder will be responsible for providing Customer Care and IT support to the Kimisitu Investment Co. PLC office and ensuring effective co­ordination of customer service /IT functions as well as social media marketing as required for effective operation of the business and creating awareness to targeted investors.

MAIN DUTIES AND RESPONSIBILITIES:

1. Customer Service
2. Communicate courteously with customers by telephone, email, letter and face-to-face, social media, bulk texts, bulk emails, surveys etc
3. Respond to customers queries/complaints on phone/ Email and any other communication channel within minimal timings
4. Ensure that processes and procedures are adhered to in the documentations.
5. Shareholders register management including shares transfers, updating bank details, dividends payments communication, issue of shares certificates etc. To assist clients to purchase company shares and products.
6. Handles clients’ issues on allocation of plots or any other disputes arising
7. Preparation and submission of timely reports as and when they are required by the respective department(s).
8. Pitch ideas for improving customer care and make recommendations to management to improve customer experience
9. Accurately and efficiently address any issues or disputes with customers.
10.  
11.    IT Support Role
12. Installing and configuring computer hardware and software, systems, networks, printers and scanners
13. Troubleshoot system and network problems, diagnosing and solving hardware or software faults and resolve problems (repair or replace parts, debugging etc.)
14. Logging customer/employee queries and responding within agreed time limits to call-outs
15. Analyzing call logs to spot trends and underlying issues; logging and processing support calls
16. Planning and undertaking scheduled maintenance of the machines and server and upgrades
17. Set up new users' accounts and profiles and deal with password issues
18. Coordinating with software and/or hardware vendors to ensure resolution of issues raised by users
19. Ensuring that computer equipment procured meets the required specifications
20.  Conduct regular system audits. Prepare and share regular reports with management.
21. Obtaining replacement or specialist components, fixtures or fittings
22. Maintaining records of software and/or hardware licenses and records/logs of repairs and fixes and maintenance schedule.
23. Ensure security of data, machines, through access controls, backups and firewalls
24. Provide user and technical support including staff training, security, confidentiality and integrity of information and ICT infrastructure.
25. Conduct electrical safety checks on computer equipment.
26. Data backup roles
27. Client contacts list management and safety
28. Digital Marketing Responsibilities
29. Social media marketing (FB, Twitter, Instagram etc)- Continuously communicate to clients by creating content, posting and query management through various social media forums
30. Create and upload copy and images for the organization’s website
31. Write and dispatch email marketing campaigns
32. Research new online media opportunities that may benefit the business including mobile, social media, development of blogs and forums
33. Design website banners and assist with web visuals
34. Communicate with clients, affiliate networks and affiliate partners
35. Conduct keyword research and web statistics reporting
36. Contribute to social media engagement and brand awareness campaigns
37. Use web analytics software to monitor the performance of client websites and make recommendations for improvement
38. Contribute to company and industry blogs and manage e-communications
39. Assist with paid media, including liaising with digital advertising agencies
40. Develop and integrate content marketing strategies
41. Keep up to date with current digital trends
42. Manage the contact database and assist with lead generation activities
43. Negotiate with media suppliers to achieve the best price for clients.
44. NATURE AND SCOPE:

Internal Contacts: Business Development Manager, Admin Assistant, Sales Executives and other staff

External Contacts: Clients and Digital vendors, IT vendors

1. KNOWLEDGE, SKILLS AND EXPERIENCE:

Academic Qualifications

• Diploma in IT or relevant field  and Degree to be an added advantage
• Diploma in Graphic Design, Mass Communication, Communication, Multimedia, Public Relations, or its equivalent

Professional Qualifications

MSCE, Public Relations and Communication

• 3 years’ experience at a similar position; Information Systems implementation and network infrastructure support and maintenance; digital media marketing, social media management or graphic designing.
• Ability to analyze social media platforms and website analytics.
• End user support experience including hardware and software experience setup, installation and troubleshooting.
• Demonstrated working knowledge of Microsoft PC operating systems, Office 365, Windows Server Administration and networking technologies, such as VPN, firewalls, and various LAN technologies.
• Hardware and Software troubleshooting skills.

Skills and Attributes

• Good content development and social media management skills
• Strong Customer Service Management skills;
• Ability to cope under pressure;
• Ability to multi-task
• Planning and organization skills;
• Good Communication and presentation skills  
• Good Public Relations and Interpersonal skills  
• Digital Literacy - Animation proficiency, creative and innovative. 
• Research Ability