Job Opportunities at Solutech Limited

About the job

• Respond and attend to incoming phone calls from customers and end users.
• Handle customer complaints, provide the right solutions and alternatives within the applicable SLAs; follow up to ensure resolution.
• Log all customer calls and issues, maintain up-to-date records of customer interactions.
• Maintain up-to-date Standard Operating Procedures of each customer they manage per the allocated accounts.
• Identify customer needs and help customers use specific features.
• Setup data for new customer deployments and advise on best practices.
• Participate in User Acceptance Testing sessions with internal and external teams accordingly.
• Perform end-user trainings and gather feedback on every training session.
• Maintain up-to-date user manuals for the different products the Company offers.
• Regularly review customer’s configurations to ensure they are up-to date and maximum utilization of services by customer.
• Act as first point of contact between customers and the Company, and update the relevant internal teams on any new client developments.
• With excellent customer service, retain customer user licenses count and grow them where possible, and overall retain customers.
• Share feature requests and effective workarounds with the relevant internal teams.
• Inform customers about new features and functionalities.
• Set and meet targets as agreed upon with the Head of Customer Service.

Requirements

• 1+ Years of experience in a similar role, preferably within the tech industry.
• 2+ Years of experience in Customer Service Management, preferably in a Call Center.
• At least a degree in Education, Business, Customer Service or any related field.
• Experience in working with Customer Service management software tools.
• Deep understanding of Service Level Agreements.
• Good leadership, organizational, interpersonal and planning skills.
• Excellent presentation skills.
• Must be able to collaborate in teams.
• Good troubleshooting, technical and multi-tasking skills.
• Must have good listening and communication skills both written and oral (Proficiency in English and Swahili)
• Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• Must have good time management skills.

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Job Description

• Preparing and managing monthly, quarterly and annual budgets for the department.
• Develop, lead and execute the Company’s marketing strategy.
• Develop plans and targets (KPIs) for the department.
• Identify opportunities to reach new market segments and expand market share.
• Plan, design, and lead marketing campaigns across the Company’s offline and digital marketing channels, such as email, SMS, and social media.
• Work directly with the relevant departmental teams to translate software features into marketing content for both offline and digital marketing channels to drive traffic and engagement.
• Conduct market research and analysis to evaluate the target market, current trends, brand position, competitors, and market gaps.
• Organize and attend marketing activities and events to raise brand awareness and corporate social responsibility.
• Identify and develop strategic partnerships with other key partners.
• Manage public relations for the Company.
• Monitor, track, and report analytics (including customer acquisition cost) to ensure they align with the Company’s growth KPIs and strategies.
• Assist with recruitment and appraisals of new and existing team members.

Requirements

• 1+ Years of experience in a similar role, preferably within the tech industry.
• 3+ Years of experience in Marketing.
• At least a degree in Marketing or any related field.
• Professional Certifications in Marketing could be an added advantage.
• Solid knowledge of Web Analytics, Google Adwords, LinkedIn Advertising and Meta Advertising.
• Working knowledge of search engine optimisation (SEO), lead generation and affiliate marketing practices.
• Experience in Setting up and Automating Marketing Campaigns.
• Deep understanding of marketing principles, trends, and customer personas.
• Strong leadership, organizational, project management and planning skills.
• Must be able to collaborate in teams.
• Must have good networking skills and communication skills both written and oral (Proficiency in English and Swahili).
• Good creativity, story telling and copy writing skills.Must have good time management skills.

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Job Description

• Preparing and managing monthly, quarterly and annual budgets for the department.
• Improve customer service experience and facilitate organic growth for inbound calls.
• Develop plans and targets (KPIs) for the department.
• Develop Customer Service procedures, policies and standards.
• Develop and maintain knowledge base of all the Company’s products.
• Plan trainings and facilitate the development of the customer service and account management team.
• Analyse statistics and compile accurate reports on customer issues resolution.
• Implement and maintain effective methods for gathering customer satisfaction data.
• Keep accurate records of discussions or correspondence with customers.
• Oversee overall customer service and account management across the Company (manage and maintain long-lasting relationships with customers).
• Assist with recruitment, mentoring, nurturing and appraisals of new and existing team members.
• Support other departments with customer-service-related issues.

Requirements

• 1+ Years of experience in a similar role, preferably within the tech industry.
• 3+ Years of experience in Customer Service Management.
• At least a degree in Business, Customer Service or any related field.
• Experience in working with Customer Service management software tools.
• Deep understanding of Service Level Agreements.
• Strong leadership, organizational, interpersonal and planning skills.
• Must be able to collaborate in teams.
• Advanced troubleshooting, technical and multi-tasking skills.
• Must have good listening and communication skills both written and oral (Proficiency in English and Swahili)
• Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• Must have good time management skills.
• Creative thinking, to be able to come up with new ideas to improve customer service standards.