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  • Posted: Jun 28, 2021
    Deadline: Jun 29, 2021
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  • Sheer Logic Management Consultants (SLMC) was incorporated in 1997 as a limited liability company whose overall aim is to provide Human Resource consultancy and training services to a diverse set of industries and economic sectors; both private and public. Our Mission Improve the operational effectiveness of our client, by developing solutions that bui...
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    Customer Service Executives

    Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Service Executives position for one of our clients to be located in the following regions:

    Towns:  Narok, Nanyuki, Bondo, Kisii, Kitengela, Machakos, Migori, Luanda

    The Job purpose can be categorized as follows:-

    • Service and Standards
    • The Customer Service Executive is responsible for meeting the Customer Care Department Standards.
    • To ensure consistent standards of service excellence through implementation of continuous improvement initiatives.
    • Business Link
    • As the first point of contact to the customer, acts as a link between the customer and the business.
    • Keeps management informed of schedules, priorities, and problems.
    • Participates in performance appraisals.
    • Direct impact on the business
    • Responsible for growth of business through retention and relationship building.
    • Accountable for company assets e.g stocks.

    KEY ACCOUNTABILITIES

    • Manage Customer Relationship and Documentation compliance and completion.
    • Maintain the defined quality of Customer service standards
    • Manage the customer contact queue and customers tolerance
    • Communicate and escalate factors that impact on customer experience to the appropriate Airtel departments.
    • Manage service delivery aligned to customer needs and business objectives
    • Monitor and maintain facilities
    • Manage service delivery aligned to customer needs and business objectives
    • Drive sales in the Walk in centers
    • Increase customer base in both prepaid and post paid categories
    • Contribute to, monitor and report daily productivity on all revenue generating activities
    • Through contact with the customers, give feedback on customer reactions to products and services rendered
    • Achieve/exceed set targets
    • Communicate, improve interaction and escalate factors that impact on Customers experiences to appropriate departments
    • Ensure Customer complaints are adressed appropriately and resolution given within Service standards
    • Promotes and maintains a high quality, professional, service oriented company’s image among users.
    • Participate in quarterly employee satisfaction survey
    • Reduce instances of fraud in both prepaid and post paid activations
    • Minimise leakage of revenue at the shops by enhancing proper controls

     SKILLS & KNOWLEDGE

    • Bachelor’s Degree from a recognized university.
    • A minimum of 2½ years’ experience in retail sales and customer service (experience in a telecommunication industry would be an added advantage)
    • Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.

    go to method of application »

    Project Officer Internship

    Sheer Logic Management Consultants is seeking to engage dynamic individuals for Project Officer – Internship Position for one of our clients.

    Contract duration: 6 months

    Key Responsibilities

    1. Project Planning
    • Develops and manage project plans specifying goals, strategy, staffing, scheduling, identification of risks, contingency plans, and allocation of available resources;
    • Drive the project initiation planning sessions to make sure that clear baselines are set for project delivery and financial mandate; and
    • Compile a project budget based on the financial mandate.
    1. Project Execution
    • Manage the resource requests to business, resource pools and procurement;
    • Ensure that the standardized project framework and methodology is adhered to at all time;
    • Ensure stakeholder plans are updated with intervention schedules; and
    • Produce a project charter detailing the project objectives, high-level scope and deliverables, timelines with clear resource mandates.
    1. Project Progress Management
    • Manage the internal working environment to ensure that work is conducted effectively throughout the project lifecycle;
    • Ensure that the necessary project control mechanisms are implemented and manage all project changes with impact assessments and alignment to the billing schedule; and
    • Review all project management functions to establish project-wide phases, approval points, review points and other milestones.
    1. Project Performance Management
    • Analyse and develop mitigation for the impact of conflicting requirements within the organization on the project and interface with the project owner in order to achieve project objectives
    • Establish project baselines and report progress in relation to the agreed baselines to provide a measure of performance throughout all phases of the project lifecycle
    • Manage project risks and develop mitigations and escalate as early as possible to the project owner with amendment of the risk management plan where appropriate
    1. Closing of assigned projects
    • Manage the project close-out from client for progress or phased or full project delivery using a detailed close-out report including the log of all changes to date, impact of these changes, highlights and lowlights, areas where improvement can/could be achieved and reflection on value that will be invoiced based on the work completed and agreed invoiced amounts;
    • Ensure that all project documentation as per the standard Project Management processes was archived
    1. Compliance to policies
    • Ensure project and resource performances are always a priority in management, tracking and reporting thereof.

    Requirements

    • work experience managing large complex projects in an environment with multi-function teams
    • Degree in Business related discipline, Information Technology, Computer science, Telecommunications or Engineering discipline
    • PMP or PRINCE II Certifications
    • Member of PMP Global and local chapter

    Method of Application

    Kindly send your CV to [email protected] by 29th June 2021 clearly marking – “Customer Service Executive” or “Project Officer – Internship” (Please note that all applicants MUST indicate the town when applying).

    Note: Get your CV ready for 2022. Order our 100% professional CV Service.

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