Client Service Managers

Position: Client Service Managers

Region: Nairobi

Reporting to: Sales Enablement Manager

Band:3P

Department: Corporate Sales

Our client connects the people that keep Kenya on the move. It does this by providing integrated telecommunications solutions to individuals Small and Mediumsized Enterprises (SMEs) Government and large corporates in Kenya drawing from a diverse solutions suite that includes voice data mobile money as well as network services. Powered by its vast Fiber optic infrastructure it is also a major provider of wholesale carriertocarrier traffic within the country and the region.

To provide backend support to assigned Key Account Managers and Business Development Advisors to process quotes and sales orders. The role will be involved in proactive customer engagement checking client health status complaints resolution and mitigating complaints arising. In addition the role will support the team to achieve sales targets through telesales.

Interface with technical support team to ensure timely service restoration and SLA management

Follow up with Finance to ensure billing is correct credit notes and collection are promptly done

Sustain and ensure base line revenues are maintained and grown month on month

Supplement the sales team by initiating Telesales to complement the activities made by the sales seeding team on postpaid voice and mobile data solutions and Vuka campaigns

Initiate Surveys Service activation generate quotes and receipting of all first orders

Respond to customer inquiries raised on emails or via calls

Plan and organize the fulfillment of client orders to ensure timely delivery

Develop and implement policies and procedures necessary for meeting the requirements of clients and ensuring a satisfied clientele

Contact clients to ensure they are satisfied with received products and services

Collaborate with other business functions to ensure smooth handling and maintaining sustainable long business relationship

Assist in resolving clients issues/problems by listening to complaints and proffering solutions effective for satisfactory resolution

Academic background & Professional Knowledge:

Bachelor s degree with sales background or other sales related qualifications

35years in Sales and Marketing IT Sales management Business administration and management and or Relationship Management

Knowledge of the telecommunications industry.

Sales Management / Processes

Analytical skills / Critical thinking

Client focus & Results orientation

Business acumen and Strategic orientation / Quick decision making