Job Description
– Ensure Proactive Good Care and Treatment of Customers and Guests:
– Receive clients, assist them with their respective needs, and orientate them with different services as appropriate;
– Manage Protocol for VIP’s received in the institution;
– Handle customer complaints or any major incidents;
– Develop and Manage Systems to Monitor Quality of Customer Care and Service Delivery;
– Develop procedures for customers to provide feedback or complaints;
– Conduct regular surveys on the experiences of customers to indicate problems and imperfections, including ways to measure these challenges ;
– Analyse periodically the suggestions box and disseminate its contents to all departments to improve the quality of the services delivered;
– Verify that different departments display in indicated areas the information related to the services delivered (ie. Client Charter);
– Drive Strategies to Improve Quality of Service Delivery;
– Organize periodically a customer accountability day ;
– Develop and implement strategies to correct problems that have been identified;
– Monitor ongoing improvements and report regularly to the Head of the Institution on the state of customer care and service delivery.
Minimum Qualifications
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Bachelor’s Degree in Communication
0 Year of relevant experience
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Bachelor’s Degree in Public Relations
0 Year of relevant experience
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Advance Diploma in Office Management
0 Year of relevant experience
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Bachelor’s Degree in Office Management
0 Year of relevant experience
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Advanced Diploma in Communication
0 Year of relevant experience
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Advanced Diploma in Public Relations
0 Year of relevant experience
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Advanced Diploma in Marketing
0 Year of relevant experience
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Advanced Diploma in Customer Relations
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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Analytical skills
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Results oriented
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Digital literacy skills
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Resources management skills
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Fluency in English, Kinyarwanda or French. Knowledge of all is an added advantage
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Knowledge of customer service practices
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Problem solving skills
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Decision making skills
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Risk management skills
