Head of Clients Relations at COSEKE

Position Level: Manager

Position Code: HCR

Department: Service Delivery

Reports To:  Head of Service Delivery

JOB SUMMARY

The Head of Clients Relations will oversee the Clients Relations department. Ensure and endeavor customer satisfaction by working closely with other departments thus delivery of quality and cost-effective products/services. Build and maintain relationships with clients as well as to conduct after-sales reviews to ensure clients are satisfied with the products and services. The CRM will ensure that Customer complaints or issues are resolved in a timely manner and get feedback from the customer.

Responsible for the generation of revenue through upselling and service level agreements as well as contributing to pre-sales tasks.

KEY ROLES & RESPONSIBILITIES.

1. Overall in charge to Ensure customer satisfaction
   1. Ensure all customer complaints and support requests are attended to:
   2. Ensure client support Schedules are developed
   3. Ensure Customer Complaint file and register availability and update.
   4. Ensure that there is an automated client help desk.
   5. Ensure equipment maintenance records are available.
   6. Ensure that there is an online support portal integrated with the CRM system.
   7. Ensure that clients' support printouts are available.
   8. Sensitize our existing clients on the usage of our online support portal integrated with the CRM system.
2. Overall in charge to Ensure timely delivery of high-quality and cost-effective products and services.
   1. Ensure aftersales/ implementation reviews are done in a timely manner.
   2. Participate in the project implementation meetings and make regular reviews to ensure clients' expectations are met and client relationship is established.
   3. Conduct customer satisfaction/dissatisfaction surveys.
   4. ·Develop new strategies to improve client satisfaction.
3. Oversee the Building and Maintaining relationships with clients.
   1. Conduct regular visits to clients to get feedback and identify new opportunities among others.
   2. Schedule regular meetings with the clients' Business leaders to get feedback on system usage and upselling.
   3. Getting involved in customer-related activity schedules to build strong business relationships.
   4. Building relationships with more than one individual in an organization.
   5. Organize client’s events.
   6. Ensure that there is a CRM system to manage clients’ information and records.
4. Generation of Revenue.
   1. Enroll all clients on service level agreements.
   2. Conduct timely renewal of Service Level Agreements with existing clients.
   3. Upselling and/or Cross-selling.
   4. Develop relationships with and act as a liaison between peer departments and the sister companies on customer service issues when appropriate.
   5. Document/Report all risks of the business to Head Service Delivery.
   6. Timely planning and submission of reports (Daily/Weekly/Monthly/quarterly and annual).
   7. Timely preparations and submission of annual Departmental budget.

Skills and Competence

1. Relationship-building Skills and Management.
2. Ability to work under tight deadlines.
3. Excellent written and verbal /Nonverbal communication skills.
4. Analytical skills.
5. Results-oriented.
6. Good Teamwork.
7. Basic IT knowledge.
8. Good organizational and interpersonal skills.
9. Act rapidly and logically under pressure.

Supervisory Responsibility: None

Critical Relationships: (key internal staff to work with to deliver role): Technical staff.