POSITION DESCRIPTION
POSITION TITLE
RAFIKI COORDINATOR MIDDLE MANAGEMENT
DIVISION
AFTER SALES GRADE LEVEL 1
REPORTS TO
HEAD OF CUSTOMER RETENTION
LOCATION-MWANZA
Position Objectives
Rafiki Coordinator will be accountable for effective assisting the after sales team to meet their daily activities.
Prepare and give daily priorities to rafiki for effective cluster management and customer satisfaction.
Upload the interaction reports/issue reports and Client monitoring sheet so as to have clear view of the issues we have to solve/ solved.
Be responsible for rafiki team performance especially in increasing activation ration, communicate different information and solving issues.
Overall training the new rafiki on report writing skills and CRM usages
He will provide customer service and after sales support to customers. Answer phone calls with a professional manner and relay messages to Rafiki for proper Customer management.
Coordinating with marketing team, for Rafiki to take care planned installation without uttering their after sales activities.
Make sure to pushes rafiki to increase activation ratio above 95%
Qualifications
Bachelor’s degree is required; a relevant advanced degree is strongly preferred
Computer literacy especially in Microsoft office package
Relevant Experience
2+ years of experience managing group of people especially in development projects.
Ability to motivate and keep the team focused on delivering an agreed set of targets.
Excellent oral and writing skills, with fluency in both English and Swahili. Sukuma Language is an added advantage.
Ability to adapt communication style appropriately to suit a wide range of stakeholders: from field-level employees to foreign investors to government bodies.
Must have a high degree of professionalism and discipline
Ability to work under pressure and to deadline in an independent capacity.
To be a self-starter and self-motivator, working effectively with minimal direction
Ability to multi-task: will be juggling multiple assignments in parallel and will need to prioritize.
Passion for rural development.