10 Administrative Support jobs in Ongata Rongai

JOB TITLE: CUSTOMER SERVICE COORDINATOR

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a man power management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client, we are looking for a competent, skilled, and experienced Customer Service Coordinator to work in Nairobi, Kenya

Job Summary:

The role will be responsible for providing support in the FFL Imports /exports function effectively and efficiently in compliance with client and customer requirements.

DUTIES & RESPONSIBILITIES:

·    Compliance with local authorities’ requirement for imports/exports, including but not limited to:

ü  Processing of permits and IDFs

ü  Co-ordinate shipping & logistics activities per client requirements

ü  Prepare Certificates such certificates of Origin, (EAC /COMESA)

ü   Prepare and dispatch files for customs clearance

ü  Generate other government agencies clearance documents

·    Implement exports / imports SOPs

·    Maintain exports/ imports records.

·    Receive and record exports / imports customer orders

·    Raise pro-forma invoices for customer orders

·    Communicate with customers to obtain shipment approval as soon as possible

·    Prepare export / imports documentation as per customer requirements

·    Prepare export documentation to comply with terms of applicable letters of credit

·    Capture orders in SAP and ensure pack and shelf-life requirements per market

·    Support on induction process for new employees

·    Engage with inspection authorities to ensure timely inspection

·    Book approved consignments for transit

·    Send pre/post alerts

·    Track shipments to destination

·    Maintain outbound shipments PODs

·    Update clients as necessary.

·    Participate in the implementation of departmental and site EMS objectives.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

·    Ability to work independently with minimal supervision

Interested and qualified applicants should submit their applications through the link below.

Note:

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

·    Ability to work independently with minimal supervision

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or leadership role.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency in CRM software and customer service platforms.
• Strong analytical skills and ability to interpret service metrics.
• Ability to handle complex customer issues and escalations.
• Experience in the local market is an advantage.

• Lead, mentor, and manage a team of remote customer service representatives.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Train new hires and provide ongoing development opportunities for the team.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Implement strategies to enhance customer satisfaction, loyalty, and retention.
• Collaborate with other departments (e.g., Sales, Product) to address customer needs and improve the overall customer experience.
• Manage the scheduling and allocation of resources for the customer service team.
• Stay updated on industry trends and best practices in customer service and remote team management.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role overseeing remote teams.
• Proven experience in developing and implementing customer service strategies.
• Strong understanding of customer service metrics and KPIs (e.g., CSAT, NPS, FCR).
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer service tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to inspire and motivate a remote team.
• Strong organizational and time-management skills.
• Must have a reliable internet connection and a professional home office setup.

• Respond to customer inquiries and resolve issues via phone, email, and chat channels in a timely and professional manner.
• Provide detailed product and service information, guiding customers through solutions.
• Troubleshoot and diagnose customer problems, escalating complex issues to appropriate departments when necessary.
• Maintain accurate records of customer interactions and transactions.
• Identify and communicate trends in customer inquiries and feedback to the management team.
• Assist in training and mentoring new customer service representatives.
• Proactively identify opportunities to enhance the customer experience.
• Ensure adherence to company policies and customer service standards.
• Contribute to team goals and objectives, aiming for high customer satisfaction ratings.
• Handle customer complaints and work towards satisfactory resolutions.

• High school diploma or equivalent; Associate's or Bachelor's degree is preferred.
• Minimum of 3 years of experience in a customer service or support role, with at least 1 year in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in customer relationship management (CRM) software and helpdesk systems.
• Ability to remain calm and professional under pressure.
• Self-motivated and able to work independently in a remote setting.
• Strong typing skills and familiarity with customer service software.
• Demonstrated ability to handle complex customer issues and provide effective solutions.

• Manage complex calendars for executives, including scheduling meetings, appointments, and travel arrangements.
• Prepare and edit correspondence, reports, presentations, and other documents.
• Coordinate virtual meetings, including setting up video conferencing, distributing agendas, and taking minutes.
• Handle incoming and outgoing communications, including emails and phone calls, filtering and prioritizing as needed.
• Conduct research and compile information for various projects and meetings.
• Organize and maintain electronic filing systems and databases.
• Assist with event planning and coordination for virtual and in-person activities.
• Manage expense reports and reimbursements for executives.
• Act as a liaison between executives and internal/external stakeholders.
• Proactively identify and address potential administrative challenges.
• Provide general administrative support as required, ensuring confidentiality and discretion.
• Maintain an organized and efficient remote work environment.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 4 years of experience as an Administrative Assistant or in a similar executive support role.
• Proven experience supporting multiple senior executives.
• Exceptional organizational and time management skills, with meticulous attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Google Workspace.
• Experience with virtual meeting platforms (e.g., Zoom, Microsoft Teams) and collaborative tools.
• Strong written and verbal communication skills.
• Ability to multitask, prioritize effectively, and work under pressure in a remote environment.
• Discretion and ability to handle confidential information.
• Proactive and resourceful problem-solving abilities.
• Adaptability and a positive attitude towards remote work.

• Overseeing general office operations, ensuring a tidy and efficient work environment.
• Managing incoming and outgoing mail, faxes, and email correspondence.
• Scheduling and coordinating meetings, appointments, and conference calls, ensuring all necessary arrangements are made.
• Providing administrative support to the executive team, including managing calendars, travel arrangements, and expense reporting.
• Preparing and editing documents, presentations, and reports.
• Maintaining and organizing physical and digital filing systems.
• Handling visitor reception and providing general information to clients and visitors.
• Managing office supplies inventory and placing orders as needed.
• Assisting with event planning and coordination as required.
• Acting as a point of contact for internal and external inquiries.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience as an Office Administrator, Executive Assistant, or in a similar administrative role.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent organizational, time management, and multitasking abilities.
• Strong written and verbal communication skills.
• Discretion and confidentiality in handling sensitive information.
• Ability to work independently and as part of a team.
• Experience with office equipment (printers, scanners, phone systems).