Career Opportunities at iSON Xperiences Limited

ROLE SUMMARY

• The primary role of this position is to work closely with the respective stakeholders to ensure implementation of Administration processes and procedures at the respective locations including ensuring OSHA compliance and risk management. The Manager, Facility and Administration will oversee facilities management; transport arrangement; international travel arrangement including permits and visa processing, administration activities; and Occupational health and safety.

DUTIES & RESPONSIBILITIES 

• Work closely with property owners to ensure facilities provided are maintained in line with the lease agreement(s).
• On a monthly basis inspect and prepare the facilities report and corrective action plans (as applicable) c) Participate in the procurement of vendors in line with the iSON Procurement and Vendor management procedure and processes.
• Procure, coordinate and manage admin services such as security, reception, maintenance, cleaning, and parking space allocation.
• Coordinate and supervise outsourced cleaning and/or security employees (as applicable)
• Work closely with Human Resources on facilities access management for employees.
• Ensure delivery of services by vendors complies with the Service Level Agreement.
• Plan, oversee and manage employees transport arrangements and their safety whilst on staff vehicles.
• Oversee transport cost control to improve efficiency and optimize transport costs. Job description: Assistant Manager, Facility and Administration Page 2 of 2 
• Ensure contracted transport company and their drivers hold, at all times, valid insurance and operating licences, as well as vehicles are maintained in line with SLA.
• Put in place an escalation matrix for the department to ensure quick resolution of concerns and/or complaints.
• Working closely with the HR function, ensure all matters of Occupational Health and Safety are complied with, including related OSHA training, incident management and emergency procedures and protocols.
• Maintains an assets register, and ensure company tools and equipment are accounted for and maintained in good condition.
• Coordinate relevant insurance and vendor contract renewals in consultation with Location head and legal department.
• Coordinate the application of permits and/or visas for international staff.

KNOWLEDGE AND SKILLS:

• Bachelor’s degree in related field of study
• Minimum of 5 years’ experience in a similar role
• Excellent communication and interpersonal skills
• Proactive and good problem solving skills
• Strong negotiation skills
• High level of confidence and ability to establish good rapport.
• Proficient in MS word, Excel and Power point
• Ability to prioritize and work with minimum supervision
• Demonstrates a good work ethic

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Qualification

• BA/BSc/HND

Experience

• 1 year

About the Role

• iSON Xperiences Kenya is seeking dynamic, customer-focused individuals to join our team as Customer Care Executives in Westlands, Nairobi. The ideal candidate will be responsible for handling customer interactions across multiple channels, resolving issues effectively, and ensuring a positive customer experience.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information about products, services, and processes.
• Handle and resolve customer complaints; escalate complex issues when necessary.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with team members and other departments to ensure customer satisfaction.
• Meet performance targets related to quality, productivity, and customer satisfaction.

Required Qualifications and Skills

• Diploma or Bachelor’s degree in Business Administration, Communication, or a related field.
• Minimum of 1 year of experience in customer service, preferably in a contact center environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Customer-centric mindset with the ability to remain calm under pressure.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).

Preferred Qualifications

• Experience working in a call center or BPO environment.
• Familiarity with CRM systems and call management software.

Work Conditions

• Must be flexible to work in shifts, including evenings, weekends, and public holidays, as required by the business.
• Must reside within reasonable commuting distance to the office to support timely reporting.