Library Science jobs, Customer Care jobs, Internships
Archiving Officer Intern
Job Purpose/Mission
As an Archiving Officer Intern, you will be responsible for overseeing the organization, preservation, and retrieval of records and documents within our archives. You will play a crucial role in maintaining the integrity of company records and ensuring that they are accessible to those who require them.
Responsibilities: –
- Record Management: Manage the organization’s records and documents according to established archival standards and procedures.
- Documentation Preservation: Ensure the preservation and conservation of historical records, including paper documents, photographs, digital files, and other media.
- Cataloguing and Indexing: Create detailed catalogues and indexes of archival materials to facilitate easy retrieval and access for researchers and staff.
- Digitization Projects: Oversee digitization projects to convert physical records into digital formats, ensuring long-term accessibility and preservation.
- Access Control: Implement access controls and security measures to protect sensitive or confidential information within the archives.
- Research Support: Provide support to researchers, historians, and other stakeholders by assisting with inquiries and locating relevant archival materials.
- Compliance: Ensure compliance with relevant regulations, policies, and guidelines related to records management and archival practices.
Knowledge and skills
Experience:
- Experience working in archives, libraries, or records management.
- Strong knowledge of archival principles, practices, and standards.
- Basic knowledge on Excel spread sheets and data entry skills.
- Experience assisting customers/clients with escalated issues.
- Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making.
- Excellent communications skills both written and verbal.
- Detail oriented and well-organized.
- Ability to multi-task, prioritize and manage time effectively.
- High level of self-motivation
- Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy, and quality always.
- Open to work in a flexible and creative work environment with fast-evolving operations.
- Positive attitude is a must for this role.
Qualifications:
- Bachelor’s degree in library science, Archival Studies or a related field.
Language(s):
- English + Kiswahili
Technology:
- Ability to use basic Microsoft tools(Word & Excel)
Customer Care Intern
Purpose/Mission
The Customer Experience Department leads Support excellent (country-specific) customer experience through a smart customer journey and insightful, responsive analysis. Customer care officers help Engie Energy Access Kenya to develop strong relationships with our customers by trouble shooting of technical issues, answering customer’s questions, resolve problems, escalate and follow up issues with transversal teams, onboard new customers, conduct NPS/CSI Surveys; in summary develop relationships with customers by answering questions and concerns with speed and professionalism. The team is committed to providing timely and effective solutions to customer queries by providing first level support aimed at achieving excellent customer experience with all our products
Responsibilities:
- Ensure 90% of inbound calls offered are serviced efficiently and on time.
- Service Level Agreement: Measure calls answered within 30 Secs VS calls offered 80%
- Ensure customer satisfaction through call quality and solving of cases as pe assigned targets.
- Conduct Onboarding calls for one-week Old customers – at least 90% of these customers should be contacted.
- Ensuring on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise, SMS Delivery down time, Payments not reflecting, network issues etc to the respective teams.
- Creating customer Care Cases for all the Inbound Calls served.
- Support sales drive through the call center via outbound and CRC campaign where applicable.
- Escalation of Post Warranty queries & full disclosure to the customer on the terms for post warranty 100%
- Conduct NPS/CSI and other surveys as directed.
- Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
- Seeking opportunities to learn and develop within Engie Energy Access Kenya and through training.
- Support sales drive through the call center via outbound and CRC campaign by contributing 10%
Knowledge and skills
Experience:
- Bachelor’s Degree or higher diploma business related preferably
- Basic knowledge on Excel spread sheets and data entry skills
- Minimum experience of one year in customer service in a call center environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
- Experience assisting customers/clients with escalated issues
- Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
- Excellent communications skills both written and verbal
- Detail oriented and well-organized
- Ability to multi-task, prioritize and manage time effectively
- High level of self-motivation
- Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
- Open to work in a flexible and creative work environment with fast-evolving operations
- Positive attitude is a must for this roles.
Qualifications:
- Bachelor’s Degree or higher diploma business related preferably
Language(s):
- English + ability to speak at least one local language
Technology:
- Ability to use basic Microsoft tools(Word & Excel)
- Experience in using CX software like 3cx is a plus
Method of Application
Use the link(s) below to apply on company website.