REPORTING TO: AccountantCONTRACT DURATION: 5 MonthsPURPOSE OF THE JOB:The job holder will be responsible for providing Customer Care and IT support to the Kimisitu Investment Co. PLC office and ensuring effective coordination of customer service and IT functions as required for effective operation of the business.MAIN DUTIES AND RESPONSIBILITIES:Customer ServiceCommunicate courteously with customers by telephone, email, letter and face-to-face, social media, bulk texts, bulk emails, surveys etcRespond to customers queries/complaints on phone/ Email and any other communication channel within minimal timingsEnsure that processes and procedures are adhered to in the documentations.Shareholders register management including shares transfers, updating bank details, dividends payments communication, issue of shares certificates etc. To assist clients to purchase company shares and products.Handles clients' issues on allocation of plots or any other disputes arisingPreparation and submission of timely reports as and when they are required by the respective department(s).Pitch ideas for improving customer care and make recommendations to management to improve customer experienceAccurately and efficiently address any issues or disputes with customers.IT Support RoleInstalling and configuring computer hardware and software, systems, networks, printers and scannersTroubleshoot system and network problems, diagnosing and solving hardware or software faults and resolve problems (repair or replace parts, debugging etc.)Logging customer/employee queries and responding within agreed time limits to call-outsAnalyzing call logs to spot trends and underlying issues; logging and processing support callsPlanning and undertaking scheduled maintenance of the machines and server.Set up new users' accounts and profiles and deal with password issuesEnsuring ERP system optimal uptime to avoid inconveniences to the users.Coordinating with software and/or hardware vendors to ensure resolution of issues raised by usersEnsuring that computer equipment procured meets the required specificationsConduct regular system audits. Prepare and share regular reports with management.Obtaining replacement or specialist components, fixtures or fittingsMaintaining records of software and/or hardware licenses and records/logs of repairs and fixes and maintenance schedule.Ensure security of data, machines, through access controls, backups and firewallsProvide user and technical support including staff training, security, confidentiality and integrity of information and ICT infrastructure.Conduct electrical safety checks on computer equipment.Data backup rolesClient contacts list management and safetyNATURE AND SCOPE:Internal Contacts: General Manager, Accountant, Admin Assistant, Sales Executives and other staffExternal Contacts: Clients, IT vendorsKNOWLEDGE, SKILLS AND EXPERIENCE:Academic QualificationsDiploma in IT or any relevant field. A Degree will be an added advantageProfessional QualificationsMCSE, ERP System Administration and Communication3 years' experience at a similar position; Information Systems implementation and network infrastructure support and maintenance;End user support experience including hardware and software setup, installation and troubleshooting.Demonstrated working knowledge of Microsoft PC operating systems, Office 365, Windows Server Administration and networking technologies, such as VPN, firewalls, and various LAN technologies.Website administration skills.Skills and AttributesStrong Customer Service Management skills;Ability to cope under pressure;Ability to multi-taskPlanning and organization skills;Good Communication and presentation skills Good Public Relations and Interpersonal skills Digital LiteracyResearch Ability
