Help Desk Coordinator at NFT Consult

Duties & Responsibilities

• Management of switchboard, general phone call & coordination on enquires received
• Respond to all imaging emails from customers of branches and satellite locations
• Logging all imaging calls received via email/ phone etc. Assign and communicate log time to engineers and ETA to customers
• Management and coordination for all PMs on schedule, Install /Dis-install calls based on m/c delivery information
• Achieve response time by keeping focus on calls receive time and close coordination with engineers for meeting SLA
• Preparing estimates for all spare requests for various contracts and sharing with CRS; engineers; customers and follow up with concerned persons for LPOs
• Spares requisition and coordination for SOF for speedy spares delivery
• Follow up with field team for closing all calls/ job sheets including open for spares post delivery
• Coordination with credit department, sales and customer if customer on credit hold/ contract
• End-to-End Q' number management
• Escalation tracker updating on daily basis, follow up for closure & circulation of tracker with all stakeholders
• PM calls logging & management
• HD reports, analytics and process flow for service delivery
• Fall-Back for others in Help Desk on need base

Thinking Requirements And Working Complexity

• Maintain a comprehensive and up to date knowledge of all solutions offered in Office Automation
• ERP / CRM system operations
• Excellent Negotiation skills
• Excellent communication skills both verbal and written
• High level of integrity
• Analytical Skills

Knowledge And Experience Required Of Jobholder

• Diploma in Customer Care or a related field
• 3-4 years of relevant experience in call center or customer care desk
• Fluency in English & Kiswahili
• Computer literate with knowledge on Microsoft Office suite