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  • Posted: Mar 24, 2020
    Deadline: Not specified
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  • Sanergy is an award-winning social venture that builds healthy, prosperous communities by making hygienic sanitation accessible and affordable in Africa’s urban informal settlements. Our systems-based approach to solving the sanitation crisis involves five key steps: we build a dense network of franchised micro-entrepreneurs, who operate low-cost, high...
    Read more about this company

    Customer Success Assistant

    Summary:

    The role holder will work towards guaranteeing unmatched customer satisfaction with a clear plan to achieve value addition that will promote our customer retention.

    Key responsibilities:

    • Be the contact person for all clients, escalate any client complaints that arise, propose solutions and follow up to ensure they are resolved within 24hrs.
    • Actively seek feedback from internal/external stakeholders in order to plan, implement and sustain customer satisfaction projects both internally and externally.
    • Actively seek feedback and collect data from both internal/external stakeholders in order to plan, implement and sustain client value addition projects.
    • Collect sufficient information from engagements with prospects/leads to calculate the cost of the problem in order to come up with sales proposals.
    • Monitor patterns and trends in customer-related issues that come up from time to time and identify lasting solutions to resolve them.
    • Maintain a CSat scorecard for all clients with indicative metrics month on month.
    • Reduce cost of service by tracking percentage decrease of net cost to client month on month.
    • Manage environmental footprint by initiating projects to reduce percent of waste landfilled, increase percent recycled vs total waste collected.
    • Increase internal understanding of the clients by accurately forecasting organic vs inorganic waste generated.

    Key result areas:

    • Ensure 100% of all issues are tracked daily on Issue Tracker.
    • Ensure 90% of all issues raised are resolved within 24hrs.
    • Ensure 100% daily collections, monthly invoicing and reporting.
    • Ensure a decrease of net cost to client month on month.
    • Track and forecast accurately all operational metrics affecting Customer Success.
    • Maintain and run projects to improve and sustain CSat scoring criteria for all clients.
    • Ensure a reduction of landfilled waste to below 30%.
    • Ensure volume recycled is increased to over 60%.
    • Ensure volume dumped is reduced to below 10%.

    Qualifications & Experience:

    • 0-2 years of total work experience.
    • A bachelors degree in environmental science/studies is highly preferable.
    • Business administration degree holders (sales/marketing majors) also encouraged to apply.
    • Past experience in customer relations/service/sales will be an added advantage.
    • Strong MS Excel skills (this will be tested).
    • Good interpersonal skills.
    • Highly developed communication skills.
    • Work under minimal supervision.

    Method of Application

    Interested and qualified? Go to Sanergy on www.shortlist.net to apply
  • Send your application

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Average Salary at Sanergy
KSh 68K from 8 employees
Mysalaryscale.com

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