ANN WANGARU WAITHERA

Clipboard Health is an online marketplace offering no-commitment staffing for healthcare facilities and on-demand shifts for healthcare professionals

The position was responsible for owning and resolving issues raised by the clients, ensuring that they receive prompt, tailored solutions that meet their specific needs.

Duties and Responsibilities

• Receiving and responding to incoming calls and text messages while keeping wait times down while offering quick resolution and responsiveness to clients and where need be escalation.

• Process customer contact and deliver prompt solutions through phone, chat, and email using Slack, Zendesk and 59

• Communicate and collaborate with different departments

• Investigate, research, and resolve customer issues

• Handle tough and dissatisfied customers politely and professionally

• Track and follow up on all customer requests in a timely manner

• Manage conflicting priorities

• Defuse angry customers

• Provide outstanding and exceptional customer service.

Tricent is a leading Pan-African research, monitoring, evaluation, and knowledge management, climate change, environment, social and governance (ESG) and social protection advisory firm serving diverse clients across the continent.

Duties and Responsibilities

• Helping clients develop comprehensive customer and market insights to identify new opportunities for growth
• Reach out to prospective clients and turn them into customers
• Collaborate with clients to improve marketing materials and expand the Company's marketing presence in the agreed territory
• Attend industry trade shows, fairs and exhibitions to accumulate new leads and make productive contacts with clients
• Acquainting with industry trends to identify potential opportunities for company growth
• Generate sales reports each week and submit them to clients as per agreement for timely decision making

Duties and Responsibilities

• Manage escalations from the Contact Centre through the CRM system including customer complaints, sales leads, requests for quotations & invoices
• Manage maintenance contracts in liaison with the Technical & Sales departments & provide monthly reports: Facilitate for contract renewals by sending reminders to customers whose contracts have expired
  File all contracts & prepare monthly maintenance schedules on CRM to facilitate customer visits by the Technical team
  
• Co-ordinate welcome calls to all new customers through the Call Centre following conclusion of their solar installations to gauge satisfaction levels & share weekly & monthly reports.
• Respond to queries received on the Customer Experience mailbox within the set SLAs
• Manage and update the sales leads database, ensure information flow to the relevant sales teams & provide monthly reports
• Manage all Kenya social media pages and respond to all queries within the set SLAs, log all customer complaints & sales leads on the CRM system while converting queries into sales.
• Manage queries from the company’s website & facilitate for real-time responses on the live chat function
• Co-ordinate the loyalty program & ensure that customers receive their rewards on a monthly basis
• Participate in promotional activities for new products & services in liaison with the Sales & Marketing departments
• Warranty claim management – Where necessary, assist the Battery Centre in claim management processes including provision of claim feedback to customers
• Manage real-time NPS detractor feedback by calling customers to establish the reason for their dissatisfaction and facilitate for service recovery
• Participate in all internal Customer Experience initiatives as may be drawn from time to time

Duties and Responsibilities

• Achieve financial objectives by preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions
• Identify current and future customer requirements by establishing rapport with potential and actual customers by understanding their requirements
• Formulate pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends
• Marketing merchandise by studying advertising, sales promotion, and display plans including implementing security systems and measures
• Determining marketing strategy changes by reviewing operating and financial statements and departmental sales records

Duties and Responsibilities

• Maintaining the company's accounts books i.e Expenses, sales, bank reconciliations, tax returns, audit reports, ledger books balancing etc
• Sales of the product to wholesale and retail shops including recruitment of new clients to take on the products on wholesale and retail basis
• Determine the marketing strategy including managing the production of marketing and publicity materials, including leaflets, posters and flyers

Duties and Responsibilities

• Recruit, ensure retention and facilitate day-to-day servicing of client needs
• Identifying and pursuing profitable markets through interactive Sales Presentations
• Customer relationship and management
• Plan and implement Sales Strategies' to meet the targeted sales
• Actively obtain and negotiate opportunities for the company products
• Establishing and maintaining client-based leads
• Preparing timely reports relating to customer needs

Duties and Responsibilities

• Recruit, ensure retention and facilitate day-to-day servicing of client needs
• Helping in setting up and developing Orange Money outlets
• Creating awareness of Orange Money in my region e.g
• Road shows
• Helping the existing Orange Money shops in marketing and advertising to increase its clients
• Recruiting Orange Money shop agents
• Recruiting Agents on how to operate and serve Orange Money clients

Duties and Responsibilities

• Recruit, ensure retention and facilitate day-to-day servicing of client needs
• Helping in setting up and developing Orange Money outlets
• Sales and distribution of Orange Telkom sim cards, credits, etc
• Marketing the brand in the market place by issuing P.O.S materials to orange shops
• Assisting in evaluating marketing campaigns
• Assisting in the establishment and maintenance of a centralized archive of presentations, marketing materials and communications that are accessible to various functional groups Internally
• Assisting in preparation of periodic reports