Job: Front Office Administrative Assistant

Location: Based in Nyali, Mombasa, Kenya

Company: iColo is a technology infrastructure company that designs, builds, and operates state-of-the-art carrier neutral data centers in East Africa. iColo data center’s are highly connected hubs providing space and power to customers for colocation and we serve a broad spectrum of customers which include telecom carriers, local enterprise customers, global content delivery networks and cloud platforms. We have 4 data centers campuses which are located in Nairobi, Mombasa and Maputo.

iCoIo.io is part of Digital Realty (DLR) with over 285+ data centers in 26 countries across 6 continents. To learn more about iColo.io, please visit https://www.icolo.io/ or follow us on LinkedIn and Twitter. 

Learn more about working at icolo.io here.

The Candidate

We are seeking a highly driven, dynamic, process and detail-oriented Front Office Administrative Assistant keen to work in a start-up environment and passionate about Africa’s growth, understands technology and wants to be part of a great growth story. This position will be part of a team that is setting out to build a pan African Data Center colocation business.

Key Responsibilities

To provide administrative support to the team members across a wide range of tasks, and to provide assistance to the accountant for the basic bookkeeping, filling and statutory submissions and to co-ordinate collections and deliveries with the courier company.

Key Tasks

• Front office and general office management
• Facilitate physical access to the facility and general customer reception
• Petty Cash management and reconciliation, Prepare and process employee expense reports for reimbursement
• Managing calendars; making travel, meeting and event arrangements in Maputo office
• Attend to telephone inquiries from customers, suppliers and attend to visitors
• Keep records of customer interactions and file documents
• Manage office supplies inventory
• Timely Renewal of subscriptions and membership to various bodies i.e. City council permit renewal, OSHA
• Respond efficiently and accurately to all customer calls, explain possible solutions, and ensure that customer’s feel supported and valued

• Understand and strive to meet or exceed call centre metrics while providing excellent consistent customer service
•  Ensure all customer calls are logged in the customer portal system
• Assign tickets and calls to the correct queue i.e. Billing, Support etc.
• Communicate with and engage data centre Facilities Manager and engineers to ensure that tickets are attended to within agreed internal and external SLAs agreed with customers
•  Utilize customer portal and other business tools appropriately
• Build sustainable relationships and trust with customers and other team members through open and interactive communication
• Produce monthly Icolo Service Center reports to Line Manager and other Departmental Heads
•  Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Close all ISC tickets in customer portal to completion with notes and information related to the ticket
• Adhere to Data Center and overall company policies and procedures
• Other tasks as assigned

Required Skills & Experience

• Bachelor’s Degree In Business Administration /Communication or equivalent experience in customer service
• Minimum 2 yrs. experience in Customer Service Role

• IT background – added advantage
• Ability to determine work priorities, make decisions and take appropriate actions
• Ability to meet schedules and deadlines of the work area

• Ability to multi-task, prioritize and manage time effectively
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Effective writing and speaking in English
• Ability to communicate effectively

Good to Have:

• Knowledge of IT, Networking would be preferred
• Quality Focus
• Market Knowledge and basic knowledge of data centers
• Documentation Skills
• Listening and Phone Skills
• Managing Customer expectations

How To Apply

CLICK HERE TO APPLY

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