History The Kenya Institute of Management (KIM) is a membership based non-profit making professional management organization committed to the promotion of excellence and integrity in the practice of management. The Institute was established in 1954 as a premier institute that provides management consultancy and capacity building services to corporate organizations and other institutions. Our Vision To be a distinguished continental hub of excellence in organizational and business management practices. Our Mission Is to steer and champion excellence, integrity and competitiveness in individuals and organizations throughout Africa and beyond. Our Values Excellence:
Main Responsibilities Of The Job
Managerial / Supervisory/ Operational Responsibilities or roles:
- Attend to customers by responding to their queries and providing guidance where necessary.
- Receive correspondences for the institution, sign for receipt and facilitate dispatch to the respective office or persons.
- Capture visitors’ details in a visitors’ register and issue visitors card for identification purposes.
- Collect customer feedback and prepare weekly reports to help in improving products /services.
- Cross selling the Institute’s products to potential and existing customers to aid the department in meeting its targets.
- Conduct live chats with potential customers who visit KIM Website to ensure they are well informed and they receive all the needed customer support.
- Manage SMS code by generating daily SMS reports and responding accordingly to enhance efficient communication with customers.
- Follow up on online applications to convert online prospects to customers.
- Participate in marketing campaigns to create awareness of KIM products.
- Responsible for proper arrangement and layout of the front office to ensure good ambience and display of Institution’s promotional materials.
Responsibility for physical assets
- Computer
- Switchboard
- Mobile Phone
- TV Screen
Nature of Decision Making
Operational
Knowledge, Skills And Experience
Minimum level of academic qualification, skills and knowledge required to perform effectively in the role:
Bachelor’s Degree in Marketing /Communication or any other related field.
Minimum level of personal and professional experience required to perform effectively in the role:
Experience in Front Office Management/ Customer Experience skills desirable
Minimum months or years of experience required to have to be appointed to the position :
Three(3) years of experience
Key Performance Indicators
- Clear database of possible live leads.
- Well documented weekly reports on front marketing activities.
- Increased level of awareness among visitors.
- Generated live business leads for further follow up and conversion.
- Satisfied inbound clients that will give repeat business and referrals.
- Timely response to customer enquiries.
- Increased KIM brand loyalty and equity.
- Reduced customer complaints
- Neat and welcoming front office.
- Clear visitors handling process.
Competencies
Technical
- Public Relations
- Enterprise Resource Planning(ERP)
- Customer service skill
Behavioral
- Continuously seeks new ways of doing things, find creative ways to improve client experience with the institution
- Gives and receives feedback from peers or other team members with a view to improving customer experience.
- Makes concrete attempts to add value to client expectation.
- Actively pursue own development on relevant knowledge to enhance skills set and knowledge base.
Working Relationships
Internal customers
- Staff
- Students
- Members
External Customers
- Customers
- Suppliers
- Parents
- Public
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The post Customer Experience Officer at Kenya Institute of Management (KIM) is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
