Afrisol Technologies is a premier information technology solutions provider that offers creative and high-quality design and development concepts. Our mission is to empower businesses through transformative technology solutions. We take pride in creating elegant and useful designs that are unique and tailored to our clients’ needs.
Our team is made up of award-winning marketers, designers, and developers, and we know what it takes to get real results online. We also keep the focus on the metrics that mean the most, like leads and revenue generated. We know that hitting these goals is what moves businesses forward, and we believe that our clients’ success is the best measure of our own performance.
The Officer will serve as the primary point of contact for our clients/customers in the front office and online space. This individual will be responsible for managing visits and online inquiries, addressing client/customer concerns, and fostering positive relationships through various digital channels. The ideal candidate will have excellent communication skills, a strong customer service orientation, and a passion for delivering exceptional online experiences. Office Location is Thindigua, Kiambu Road.
Key Responsibilities:
- Online Engagement: Interact with clients/customers through various online channels, including email, live chat, social media, and online forums, to address inquiries, provide assistance, and resolve issues in a timely and professional manner.
- Client/Customer Support: Provide proactive and responsive support to clients/customers, offering guidance, troubleshooting assistance, and solutions to ensure their needs are met and concerns are addressed effectively.
- Relationship Building: Cultivate positive relationships with clients/customers by actively listening to their needs, demonstrating empathy, and showing genuine interest in their satisfaction and success.
- Online Reputation Management: Monitor online conversations and reviews related to our company, products, or services, and respond appropriately to maintain a positive online reputation.
- Feedback Collection: Gather feedback from clients/customers regarding their experiences, preferences, and suggestions for improvement, and relay this information to relevant teams to inform product/service enhancements and process improvements.
- Cross-functional Collaboration: Collaborate with internal teams, including sales, marketing, product development, and customer service, to address client/customer needs, share insights, and ensure a seamless online experience across all touchpoints.
- Data Analysis: Track and analyze online interactions, customer feedback, and performance metrics to identify trends, patterns, and opportunities for optimization, and provide actionable insights to drive continuous improvement.
- Online Community Management: Engage with online communities, groups, and forums relevant to our industry or target audience, sharing valuable content, participating in discussions, and building brand awareness and loyalty.
Qualifications:
- Proven experience in customer service, client relations, or online community management role.
- Excellent written and verbal communication skills, with a strong command of grammar and spelling.
- Proficiency in using online communication tools and platforms, such as email, live chat software, social media platforms, and forums.
- Ability to empathize with clients/customers and effectively address their needs and concerns with patience and professionalism.
- Strong problem-solving skills and the ability to think critically and creatively to resolve issues and exceed client/customer expectations.
- Detail-oriented with excellent organizational and time management skills, capable of managing multiple tasks simultaneously in a fast-paced environment.
- Positive attitude, adaptability, and a willingness to learn and grow in a dynamic and evolving industry.
Application process
Qualified candidates are invited to send one PDF of their cover letter, CV, contact information for three references, and salary expectations to [email protected]. Only pre qualified applicants will be contacted for interviews.
