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  • Posted: Aug 5, 2020
    Deadline: Aug 6, 2020
  • Medical Administrators (K) Limited (MAKL) was founded in 2018 to fill the gap in Health Insurance Administration in Kenya, with a client-focused approach. Our objective is to enhance customer experience, bring in greater efficiency in health insurance administration and claim processing. We believe this will help curb or reduce medical billing related fraud ...
    Read more about this company


    Call Center Agents

    Reports to: Senior Manager – Customer excellence

    Principal Role: Social Media Customer Care agents are the front-line representatives to the general public.

    The agents engage consumers on all social properties, providing guidance, care, support, and social channel engagement.

    The agents support and problem solve through various means like email, chat, ratings and reviews, brand answers, and social messaging. Positive interactions in these channels are significant drivers of brand loyalty.

    Key Responsibilities and Deliverables:

    • Professionally respond to and resolve inquiries to incoming consumer emails and web chats across a wide variety of topics.
    • Respond quickly and professionally to social channel engagements on Facebook, Twitter, Instagram, YouTube and other platforms.
    • Resolve consumer questions and respond to ratings and reviews of our products
    • Become proficient in using internal platforms and resources that support email, chat, and Ask & Answer such as Oracle RightNow, Knowledge Base, eDoc, GE, SMC, and other systems as required.
    • Follow protocol and adhere to guidelines.
    • Achieve and maintain fully satisfactory performance.

    Qualification and Experience

    • Previous customer service experience, particularly with written forms of customer service.
    • Excellent written communication skills: grammar, sentence structure, and spelling.
    • Computer literate with ability to learn new applications quickly.
    • Positive attitude with proven ability to work well with teams.
    • Strong typing skills.
    • Strong customer service,
    • Previous call center or direct customer-facing experience.
    • Strong understanding of social media channels.
    • Team player with a positive attitude.
    • Able to work under pressure in a fast-paced, high-volume environment.
    • Ability to remain polite with angry and uncooperative customers.
    • Available to work days, nights, and weekends and overtime

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    MIS Analysts – Call Center

    Reports to: Senior Manager – Customer excellence

    Level: Technical Level

    Principal Role: The MIS Analyst will conduct full operations lifecycle activities to include requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvement areas.

    Key Responsibilities and Deliverables:

    Essential Responsibilities

    • Provide weekly, monthly and annual forecasts and resource planning in order to support the department performance objectives
    • Interpret data, analyze results using statistical techniques and provide ongoing reports
    • Identify, analyze, and interpret trends or patterns in complex data sets
    • Generate and distribute management reports (periodic and ad hoc) in an accurate and timely manner
    • Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
    • Acquire data from primary or secondary data sources and maintain databases/data systems
    • Review system reports and performance indicators to locate improvement opportunities on process, service and resource planning
    • Work closely with supervisors and management to prioritize business and information needs
    • Defining inputs for ad hoc Business Case justification
    • Analyze business information to identify process improvements for increasing business efficiency and effectiveness
    • Participate in cross-functional meetings to resolve recurring customer issues
    • Link to IT & other source departments on system issues relating to reporting
    • Ensure there is a recovery plan on data relating to customer support operations
    • Manage the information systems through defining data entry & extraction points
    • Define system access matrixes for Team as per security and IT Policies
    • Provide customer support and assistance in issue troubleshooting and resolution

    Qualification and Experience

    • A good understanding of customer support resources, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency
    • 2 years’ experience in a large 24/7 and diverse customer support operation, preferably in ICT sector
    • Experience with Workforce Management technologies, preferably within a multi-site or multi-skilled, complex telephony environment
    • Recent and demonstrable experience in data analysis, reporting and planning
    • Technical expertise regarding data models, database design development, data mining and segmentation techniques
    • Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc.)
    • Added advantage – reporting packages (Business Objects etc.), databases (SQL etc.), programming (XML, JavaScript, or ETL frameworks)
    • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
    • Adept at queries, report writing and presenting findings
    • BS in Mathematics, Economics, Computer Science, Information Management or Statistics

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    Team Leader – Social Media Platform

    Reports to: Senior Manager – Customer excellence

    Level: Team leader

    Principal Role: Our company is recruiting a dynamic and creative and strategic Social Media Team leader to join our team!

    The job holder will manage a team of Social Media agents to administer the company’s social media accounts. Responsible for creating original text, managing posts, responding to followers and managing the company’s image in a cohesive way to achieve the company’s goals.

    You are expected to be up-to-date with the latest digital technologies and social media trends. Ultimately, you should be able to handle the company’s social media presence ensuring high levels of web traffic and customer engagement and maintaining a positive company brand

    You will have a natural passion for Social Media and be creative in your way of thinking, along with being able to set strategy all the way to implementation.

    Qualification and Experience

    • University degree in a business related field
    • Working knowledge of MS Office
    • At least 4 years of Customer Service experience, with at least 2 years in Social Media Team leader Role
    • Minimum of 3 years’ experience in a social media managerial role.
    • Previous call center or direct customer-facing experience.
    • Previous experience with content creation is vital for this role.
    • A motivated, organised person, always looking to exceed targets.
    • An experienced strong team leader skills , with reporting skills.
    • Have a genuine interest in social media, with knowledge of the integral parts of social media channels, and how each one is unique.
    • Outstanding communication skills, written and verbal, and a logical, strategic thinker with excellent organisation.
    • Confident with analytics and measuring performance using analytical tools.
    • Experience of working in a fast-paced, busy environment. Ecommerce and retail environments would be beneficial.

    Method of Application

    Interested applicants are invited to send their applications detailing current and expected salary and a CV with contact details of three referees with the position applied for as the subject line by Thursday, 6th August 2020 by 5pm to the email address [email protected]

    Only shortlisted candidates will be contacted

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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