Job responsibilities
● Oversee the effective reception, orientation and facilitation of all NLA and Kigali Zone clients and monitor their satisfaction;
● Handling customer complaints or any major incidents;
● Communicate courteously with customers by telephone, email, letter and face to face;
● Keeping accurate records of discussions or correspondences with customers;
● Producing written information for customers, often using computer package/software;
● Conduct the customer service satisfaction survey and implement the improvement.
● Aid the management in ensuring that all relevant standards within the client charter are met;
● Due to strong inter-relationships across departments, keep all relevant parties informed of assigned work programs as much as possible;
● Input to the development and ongoing updating of information the NLA 's website;
● Prepare daily, weekly, monthly statistical reports as appropriate;
● Provide word-processing and secretarial support.
Qualifications
Advanced Diploma in Office Management
0 Year of relevant experience
Bachelor's Degree in Communication
0 Year of relevant experience
Bachelor's Degree in Public Relations
0 Year of relevant experience
Bachelor's Degree in Office Management
0 Year of relevant experience
Advanced Diploma in Communication
0 Year of relevant experience
Advanced Diploma in Public Relations
0 Year of relevant experience
Advanced Diploma in Customer Relations
0 Year of relevant experience
Bachelor's Degree in Marketing
0 Year of relevant experience
Bachelor's Degree in Customer Relations
0 Year of relevant experience
Advanced Diploma in Hospitality management
0 Year of relevant experience
Bachelor's Degree in Hospitality Management
0 Year of relevant experience
Advanced Diploma( A1) in Marketing
0 Year of relevant experience
Required competencies and key technical skills
Resource management skills
Decision making skills
Time management skills
Risk management skills
Digital literacy skills
Fluency in Kinyarwanda, English and/or French. Knowledge of all is an added advantage.
Knowledge of customer service practices
Analytical skills;
Problem solving skills
Result oriented
Psychometric Languages
English
Psychometric Domains
Decision making
Competence / Skills
Analytical skills
Competence / Skills
Time management
Competence / Skills
Clear and Effective Communication
Communication skills
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