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Representative, Customer Care – KOKO Service Points
Role Overview
As a Representative, Customer Care (KOKO Service Points) you will be responsible for the day-to-day activities of the KOKO Service Points whose aim is cooker and canister repairs or replacements, customer education and other general inquiries while ensuring customer satisfaction and retention.
What You will do
- Conduct hardware diagnosis and repair or replacement of KOKO Cooker kits and canisters in the service point by utilizing the provided resources and the established standard operating procedure.
- Provide correct and up-to-date information about KOKO products to existing and prospective customers
- Update outcomes of the day’s interactions at the KOKO Service Point accurately
- Address customer account issues, requests, questions, and complaints promptly and professionally, while maintaining a high level of customer satisfaction.
- Give voice to KOKO customers by understanding and escalating recurring questions and issues to supervisors, and provide frequent customer feedback to improve product performance and process efficiency.
- Attend team huddles to review company/departmental updates while understanding any challenges the customers are facing to resolve them.
What You will Bring to KOKO
- 1+ years of customer service experience, prior interaction with KOKO Products preferred
- Strong interpersonal skills.
- Empathetic customer orientation and ability to adapt and respond to challenging situations.
- Ability to use Google Suite (Docs, Sheets, Slides).
- Familiarity with customer management systems (ZenDesk, FreshService, Kobo Toolbox) preferred.
- Ability to multitask, prioritize, and manage time effectively.
- Results orientation and comfort in a performance-driven work environment.
- Positive, upbeat attitude ready to support KOKO’s customers and agents.
- Fluent in English and Swahili with excellent communication skills
Business Applications Manager
Your Role
As a Business Applications Manager you will be responsible for administering and providing second line operational support for a dynamic portfolio of business-critical applications, productivity tools and SaaS enterprise services. You will partner with technology teams and other business units to support our technology in a way that empowers business needs. You will oversee management of access and permissions to systems, and work with stakeholders to proactively drive improvements and stay ahead of business needs. You will be ICT’s techno functional liaison to business teams, and will collaborate with various departments to analyze user requirements and identify appropriate tools to seal the identified gaps or opportunities. You will be the point of contact or link between internal teams and software or SaaS vendors.
What You Will Do
- Day-to-day applications support, administration and documentation of processes in order to keep systems running smoothly.
- Evaluate software/SaaS inventory to eliminate redundancy and ensure cost-effectiveness
- Manage software/SaaS lifecycle and develop action plans in line with the renewal calendar
- Monitor software growth to avoid excessive spending and help users use tools efficiently.
- Ensuring that cost ownership for all SaaS products is MECE.
- Control access to applications, productivity tools and SaaS to improve security posture.
- Define policies and processes for acquisition and use of SaaS, licenses and other software’s.
- Lead SaaS, licensing and productivity tools governance, support and administration.
- Develop training programs and conduct training covering systems and productivity tools.
- Optimize Software contracts and agreements by leveraging enterprise license agreements.
- Maintain a strong understanding of our technology and work closely with the technology team and stakeholders in implementing technology that supports business strategies.
- Liaison between ICT, technology and business teams in analyzing current and future-state system processes and developing optimisation strategies from an application perspective.
- Administer and maintain Google workspace suite of products and the accompanying ecosystems (Vault, e-discovery tools, backup, IAM, security tools, and automation suites).
- Partner with technology and business teams to develop and implement strategies, policies and procedures that enhance application operations efficiency, effectiveness and security.
- Educate end users and contribute to growth of user engagement with productivity tools.
What You will bring to KOKO
- A bachelor’s degree in computer science, software engineering, MIS or a related discipline
- 5+ Years experience in a similar position or in an enterprise technology management role.
- Experience managing a broad set of enterprise applications, SaaS, productivity and collaboration tools, and other emerging technologies.
- Experience in common scripting languages – Python, PowerShell, etc., SSO/SAML integrations, and automation solutions and processes.
- 2+ years experience in enterprise resource planning administration.
- Proficiency or certification in Google workspace administration is highly preferred.
- Good in business process analysis, requirements gathering and strong business acumen.
- Good problem-solving skills, a keen eye for details, and excellent leadership skills.
- Excellent communication skills and ability to influence users and senior management.
- Strong interpersonal and presentation skills with the ability to consult effectively.