Job Description
1. Collect periodically the claims from customers in the suggestion boxes for analysis
2. Participate actively in the analysis process
3. Ensure that the complaints are entered into the complaints system tracker so as to take preventive actions.
4. Ensure the proper follow up of the recovery plan
5. Management of all problems related to customers
6. Identify and report on performance constraints
7. Ensure proactive systems to maintain operational performance in collaboration with other services
8. Professional appearance and commitment of customer care
9. To ensure the office, customer area and their personal appearance is at the highest level of clean line
10. Submit monthly, quarterly and annually report to the supervisor
11. Perform other related duties as required
Minimum Qualifications
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Advanced Diploma in Office Management
0 Year of relevant experience
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Bachelor’s Degree in Communication
0 Year of relevant experience
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Bachelor’s Degree in Office Management
0 Year of relevant experience
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Bachelor’s Degree in Public Health
0 Year of relevant experience
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Bachelor’s Degree in Marketing
0 Year of relevant experience
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Bachelor’s Degree in Customer Relations
0 Year of relevant experience
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Bachelor’s Degree in Hospitality Management
0 Year of relevant experience
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Advanced Diploma in Hospitality management
0 Year of relevant experience
Competency and Key Technical Skills
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Integrity
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Strong critical thinking skills and excellent problem solving skills.
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Inclusiveness
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Accountability
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Communication
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Teamwork
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Client/citizen focus
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Professionalism
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Commitment to continuous learning
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Knowledge of customer service practices
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Resource management skills
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Problem solving skills
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Decision making skills
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Time management skills
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Risk management skills
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Results oriented
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Digital literacy skills
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Analytical skills;
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Fluency in speaking and writing Kinyarwanda, English and/or French. Fluency in all 4 national languages (including Swahili) is an added advantage.
