PROJECT ADMINISTRATOR-CHINESE SPEAKING
- Nairobi
- Permanent
- Full-time
- Respond to inquiries, requests, and complaints from clients and customers through multiple channels, including phone, email, physical, chat etc.
- Provide accurate and timely information, guidance, and assistance to resolve customer issues and concerns.
- Handle customer inquiries and requests regarding product information, pricing, orders, delivery, billing, and returns.
- Escalate complex or unresolved issues to appropriate teams or managers for further investigation and resolution.
- Ensure service to client(s) is offered as per the SLA and within the contracted pricing
- Maintain a positive and professional attitude in all customer interactions, ensuring a high level of customer satisfaction.
- Follow established procedures and protocols for handling customer inquiries, complaints, and feedback, resolving disputes as per B2B contract provisions,
- Keep accurate records of customer interactions, transactions, inquiries, and resolutions.
- Collaborate with internal teams, including sales, operations, and technical support, to address customer needs and ensure prompt resolution of issues.
- Negotiate with clients on new business opportunities,
- Proactively manage business and operational risks,
- Provide administrative support e.g requisitions, payrolls, recruitment, etc to ensure all project stakeholders are adequately facilitated to for timely and in full service delivery
- Stay updated on product knowledge, company policies, and industry developments to provide accurate and relevant information to client.
- Participate in training and professional development activities to enhance customer service skills and knowledge.
- Prepare timely and accurate project reports for clients and internal stakeholders
- Overall responsible for the financial performance of the account(s) handled