Assistant Customer Care Officer Jobs at National Council for Law Reporting
The National Council for Law Reporting is a state corporation established by the National Council for Law Reporting Act, 1994.
The statutory mandate of the Council is to publish the official Kenya Law Reports which are compilations of the decisions of the superior courts of Kenya, and the revision and updating the Laws of Kenya.
The Council is a leading publisher of public legal information.The Council is looking for highly organized and self-motivated professionals to serve in the following positions:
Ref: NCLR/ HR /2012/ 80
Job Title: Assistant Customer Care Officer (1 position)
Job Grade: KLR 6
Reporting to: Sales and Marketing Officer and Customer Care Officer
Department: Sales, Marketing and Customer Care Department
Basic Salary not including allowances: Ksh. 47,272 (2,364) – 49,636 (2,487) – 52,123 (2,620) – 54,743 (2,763) – 57,506 (2,913) – 60,419 (3,073) – 63,492 p.m.Key Tasks
Duties and responsibilities will entail:-
Job Title: Assistant Customer Care Officer (1 position)
Job Grade: KLR 6
Department: Sales, Marketing and Customer Care Department
Basic Salary not including allowances: Ksh. 47,272 (2,364) – 49,636 (2,487) – 52,123 (2,620) – 54,743 (2,763) – 57,506 (2,913) – 60,419 (3,073) – 63,492 p.m.Key Tasks
Duties and responsibilities will entail:-
- Be involved in development and implementation of the department’s strategies and initiatives in the Council;
- Be responsible for developing and implementing the Customer Care Plan which will meet the organizational goal of expanding the Council’s customer base;
- Work with the Sales support teams to achieve customer satisfaction, revenue generation, and long-term sales and marketing goals in line with the Department and Council’s vision, mission and values;
- Deal directly with customers either by telephone, electronically or face to face;
- Handle and resolve all customer complaints;
- Obtain and evaluate all relevant information to handle inquiries and complaints;
- Perform customer verifications;
- Process orders, forms, applications and requests;
- Direct requests and unresolved issues to the designated resource;
- Meet customer service financial objectives by forecasting requirements;
- Preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.;
- Determine customer service requirements by maintaining contact with customers, respond promptly to customer inquiries, conducting surveys;
- Forming focus groups, benchmarking best practices and analyzing information;
- Manage customers’ accounts;
- Keep records of customer interactions and transactions and record details of inquiries, comments and complaints and actions taken;
- Communicate and coordinate with internal departments;
- Follow up on customer interactions;
- Prepare and distribute customer activity reports;
- Maintain customer databases; and
- Provide feedback on the efficiency of the customer service process.
Person Specifications
For appointment to this position, a candidate must:-
- Have served for at least two (2) years in customer service related field;
- Have a Bachelor’s degree in Business Administration or social science from a recognized institution;
- Diploma in Customer care, public relations or its equivalent from a recognized a recognized institution;
- Have excellent interpersonal, presentation and communication skills;
- Knowledge of customer service principles and practices;
- Have Certificate in computer applications; and
- Be fluent in written and spoken Swahili and English.
Interested candidates should email a cover letter showing their current or last engagement and earnings and their curriculum vitae to the following address: recruit@kenyalaw.org on or before October 19, 2012.
