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

• Analytical skills

• Time management

• Clear and Effective Communication