Customer Service · Full-time · Nairobi, KE
SUMMARY OF ROLE
This role is responsible to ensure that business relations with clients are managed to enable delivery of support services across all teams. Lead and direct teams to make sure that service level agreements (SLAs) with clients are place & well maintained. Ensure all processes are to the support standards & liaise with all company functions to make sure that services are maintained.
ROLES AND RESPONSIBILITIES
Support Management
Oversight and management of support processes to ensure professional and effective support services to customers.
Provides management and oversight of support teams including
Be responsible for the overall leadership and lead role in managing the Support services of the TurnQuest solution through;
Maintaining complete control on support tasks and risk issues;
Identify support risks early and assist by providing prudent and timely recommendations for risk avoidance;
Setting and managing client expectations;
Creating and executing client alignment meetings, support tasks and revising as appropriate to meet changing needs and requirements;
Communicating effectively with clients to identify needs and evaluate alternative business solutions;
Continually seek opportunities to increase customer satisfaction and deepen client relationships.
Monitor and evaluate Client first level support team
Ensure that business relations with clients are managed to enable delivery of support services across all teams
Assist in executing process improvements and the development of policies, procedures, methods, and tools in support process.
Ensure all processes are to the support standards & liaise with all company functions to make sure that services are maintained
Assurance and Quality: Apply recognised methodologies; audit test and quality gates; review deliverables from team & releases.
Requirement definition & Management: Coordinate requirement activities, their validation and sign-off ensuring that the needs of the key stakeholders are articulated determining the need and value of performing the activity based on the context.
Human Resource Management
Other
As part of a team based structure that is focused on delivering value to the customer through an agile approach, take part in team activities that would rely on your expertise to delivering value and ensure team and personal growth.
Hold in an acting capacity for absent colleagues when called upon and as part of career growth and development.
BEHAVIORAL COMPETENCIES.
Team player
TECHNICAL COMPETENCIES
Professional support experience or equivalent insurance and or accounting business Knowledge (minimum of 2 years)
Knowledge of a working TurnQuest applications
Understands TurnQuest support methodology process
Understands Stakeholders analysis and Management
Understands business analysis modelling techniques
A passion for support Improvement
Client support experience: planning, scheduling, Issues management, Communication, Quality Management, Test Scripts, Training, Team work
Excellent customer facing/customer service skills
Able to demonstrate a high degree of flexibility including shift and out of hours working
Able to demonstrate initiative and a proactive approach to daily tasks