Jobs and Vacancies in Dorbe-Leit, Kenya


Customer Engagement Manager
(3 Positions)
Our client would like to fill the position of a Customer Engagement Manager.
Are you a seasoned customer-centric professional with a bias for handling & resolving customer complaints & issues with a keen eye for making customers happy & enhancing customer experience? Are you interested at being part of a team focused towards transforming the real estate-student accommodation market in Kenya and beyond the East African region? If so, then this is the job you’re looking out for.
Purpose Statement 
The jobholder will be responsible for leading the ongoing operations and activities of the property and form an integral part of the Property operations team, providing an outstanding student experience through working with colleagues and delivering high quality customer service.
Key Outputs
Specialist
·         Fostering effective working relationships with key stakeholders and liaising with local authorities.
·         Monitoring customer satisfaction surveys (NPS) and delivering actions plans/recommendations as appropriate.
·         Co-ordinating and providing key support in emergencies, following up and dealing with serious emergency response issues.
·         Working with the Debt Supervisor for all eviction and debt issues.
Customer Focus
·         Following up on any customer related issues requiring action in a timely manner, engaging with other colleagues when necessary.
·         Assisting customers in a professional and courteous manner, showing empathy and responding with urgency to customer requests.
·         Ensuring required maintenance work within the properties is reported- via the call centre, portal or in exception with your support.
·         Responsible for managing incident response including power and water outages, fire alarm evacuations and rehousing.
Administration
·         With Call centre information systems including TCAS booking system, hardcopy files and MS Excel spread sheets, ensuring that customer data is accurate, secure and compliant with the Data Protection regulations.
·         Overseeing and completing general administration duties, including the processing of bookings and payments that occur on site, check in and check out paperwork, and handling early leavers, no shows and absconders.
·         Overseeing and completing financial administration duties, including the raising and receipting of LPOs, customer payment plans and customer room moves and University nominations payments.
·         Carry out detailed weekly routine 5S property inspections and review maintenance, security and safety issues.
·         Draft and present weekly, monthly and quarterly reports for management including reporting of tenancy matters, maintenance repairs, security and other suggested improvements.
·         Address staff concerns as needed and encourage staff to share ideas and suggestions.
Finance
·         Document all financial transactions in accordance with the company policy and procedures for easy reconciliation of accounts.
Supervisory
·         Contribute to the development of a high performing and positive team, Supervising the team, including:
1.      Allocating and monitoring work quality
2.     Conducting 1 to 1 meetings
·         Proactively building positive community relationships and high performing customer service and sales ethos.
·         Escalating issues of performance of team members where disciplinary action is required to the line manager for resolution.
·         Managing and planning resource levels, including rota management, leave and recruitment, to ensure appropriate staff are available to meet demands.
·         Ensuring that any escalated issues requiring action are followed up in a timely manner.
·         Fostering effective working relationships with internal and external customers, ensuring delivery to the required standards and addressing underperformance issues as appropriate.
·         Attending, organising and at times leading Team meetings to provide updates and recommendations for best practice and relaying any information to the team.
·         Holding regular skills update sessions with the team.
·         Contributing to and monitoring Service and profit and loss reporting.
·         Executing business improvement initiatives.
·         Coordinating and managing the team during ad hoc/ cyclical projects (Check out/check in etc).
Teamwork
·         Demonstrating a flexible approach to work and a willingness to undertake all reasonable duties at the request of the Manager.
·         Providing support to neighbouring properties when required.
·         Working collaboratively to help support the overall Property operational team to deliver its business plan and broader objectives.
·         Attending regular handover meetings with Security colleagues, communicating details of incidents, outstanding issues and requests.
·         Supporting approaches and initiatives to enhance sales opportunity and performance within the Property.
·         Fostering a collegiate team environment, providing support to colleagues and other teams and cities.
·         Being a positive agent for change, leading the team by example and inspiring trust and commitment through periods of transformation.
Compliance
·         Ensuring that Health and Safety legislation is adhered to at all times.
·         Maintaining an awareness of current legislation concerning Health and Safety, Data Protection and compliance.
·         Ensuring compliance with the company’s policy and procedure for, ensuring correct uniform and PPE is worn at all times, including identity card and name badge.
·         Delivering central processes and conducting all duties in line with the company’s policy and procedure.
·         Monitoring and fulfilling the varied administration and auditing requirements, including: maintenance audits, health and safety audits, identifying and managing fire safety issues, conducting routine vehicle and property inspections and reporting/handling of any maintenance faults in an appropriate and timely fashion.
Qualifications
·         A Bachelor’s degree in a Business related course or its equivalent.
·         A Master’s degree in Business Management/Administration or its equivalent will be an added advantage.
·         Team management, supervision or leadership experience within a customer facing environment, including performance management, people development, coaching or mentoring experience
·         Excellent knowledge of Health and Safety legislation
·         Ability to build relationships internally and with third party suppliers
·         Previous experience of working within a sales environment
·         Demonstrable financial and commercial awareness, including previous experience of working with and managing costs and budgets
·         Excellent oral and written communication skills including the proven ability to engage with customers and colleagues alike
·         Evident capacity to acquire and apply new skills and learnings
·         Ability to demonstrate an objective, professional and calm approach when handling difficult situations, including previous experience in complaint handling
·         Possesses a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction
·         Ability to work at pace whilst maintaining a high level of accuracy and attention to detail
·         Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines
·         Ability to offer flexibility in working hours including taking part in a rota and the provision of out of hours support in an emergency if required
·         Ability to take part in the area on call rota within the area as required
·         Self-motivated and possessing the ability to work on own initiative as well as within a team
·         Living within reasonable travelling distance of the property

Sales Manager
Our client would like to fill the position of a Sales Manager.
Are you a result oriented & an aggressive sales professional with a bias for making strong value propositions & understands the whole sales process cycle?
Are you interested at being part of a team focused towards transforming the real estate-student accommodation market in Kenya and beyond the East African region? If so, then this is the job you’re looking out for.
Responsibilities
·         Establish sales objectives by meticulous assessment of target market, potential market and prospective customer in the region.
·         Define sales process that drive desired sales outcomes and identify improvements when and where required
·         Allocate targets to the team and guide team members to execute them on the field
·         Forecasting and managing lead to partner/resident conversions
·         Create and manage campaigns (on ground, through channels, and alliances)
·         Create alliances with universities for visibility, generating leads, and for partnering
·         Understand pricing options and product offerings to get leads through a team of on ground sales people
·         Work closely with marketing function to manage and optimize end to end campaigns (budgeting, branding, innovative ways of reaching out to prospective customers – students), to generate qualified leads
·         Work closely with the marketing function to continuously optimize the lead funnel and sales pipeline, improving return on investment, revenue and margins, reducing the lead to sales cycle whilst delivering exceptional customer experience to prospective customers and getting good fit customers who will be poised to be delighted customers.
·         Manage, develop, coach, control and motivate the sales force to develop their skill to ensure that a high professional standard is achieved and monthly sales target and KPI target are met
·         Ensure targets are delivered through people management, performance review, reward and individual recognition
·         Understand and bring technology to facilitate sales process. Lead the adoption and ensure consistent, methodical use of HubSpot Sales Professional by the sales team;
·         Tap into systems (CRM) to generate analytics, which provide insights into prospect customers to tap and bring on board.
·         Ensure the cost of customer acquisition is minimum and within the budget
Qualifications
·         A Bachelor’s degree in a Business related course or its equivalent.
·         A Master’s degree in Business Management/Administration or its equivalent will be an added advantage.
·         8-10 years’ experience in direct/consultative sales and managing a team for at least a period of last 2-3 years
·         Analytical with good planning abilities
·         Energetic, motivated, and Detail oriented
·         An autonomous problem solver, a self-driven individual with strong work ethic and self-discipline
·         Good communication and influencing skills
·         Commercial Acumen
·         Good financial acumen Ability to influence and build relationships at all levels especially with external customers
·         Proven track record of exceeding revenue targets and objectives
·         Strong people management and networking skills

Facilities & Engineering Services Manager
Our client would like to fill the position of an Engineering Services/Facilities Manager.
Are you a seasoned facilities engineering professional with a bias for handling & resolving customer complaints & issues with a keen eye for making customers happy & enhancing customer experience? Are you interested at being part of a team focused towards transforming the real estate-student accommodation market in Kenya and beyond the East African region? If so, then this is the job you’re looking out for.
Purpose Statement
The jobholder will be responsible for leading the maintenance team and housekeeping team in the delivery of an outstanding student experience. Through providing excellent maintenance service-both reactive and planned, and cleaning provision, driving a high-quality customer service.
Responsibilities
Specialist
·         Ensuring the delivery of maintenance best practice within the Properties
·         Managing and delivering the provision of key support in emergencies, following up and dealing with serious emergency response issues
·         Leading compliance with all health and safety practices within the cleaning provisions and our maintenance practices throughout all properties.
·         Lead the handing over process for all new properties from the Project Management/ Design teams to the Property Operations team.
Customer Focus
·         Taking overall accountability for any customer/property related issues requiring action in a timely manner, engaging with colleagues when necessary
·         Taking accountability with the Facilities team for overall presentation of the properties and fleet
·         Assisting customers in a professional and courteous manner, communicating effectively, showing empathy and responding with urgency to customer requests
Managerial & Supervisory
·         Overseeing and co-ordinating the performance of the maintenance team
·         Managing performance of cleaning team
·         Implementing and managing performance improvements ensuring maximum cost efficiency without compromising customer experience
·         Managing and developing members of the team, including:
1.      Monitoring work quality;
2.     Conducting 1 to 1 meetings
3.     Identifying and managing personal development needs
4.     Managing performance effectively, identifying issues and ensuring management processes are executed appropriately to achieve resolution
Compliance
·         Constantly and consistently reviewing hazards and risks for safe working practices
·         Taking accountability for ensuring that Health and Safety legislation is adhered to at all times
·         Ensuring a safe and secure environment at all times
Qualifications
·         A Bachelor’s degree in Civil or Structural Engineering with working experience in Electrical Engineering.
·         A Master’s degree in Business Management/Administration or its equivalent will be an added advantage.
·         At least 5-6 years working experience in a senior managerial position managing engineering services in a corporate environment preferably a customer facing organisation.
·         Team management, supervision or leadership experience within a customer facing environment, including performance management, people development, coaching or mentoring experience
·         Track record of leading multi-functional teams in the delivery of excellent customer service
·         Demonstrable success in building an effective Health and Safety culture in line with legislation
·         Ability to demonstrate an objective, professional and calm approach when handling difficult situations
·         Highly skilled in understanding, empathising and delivering against customer needs
·         Excellent computer literacy, and the ability to use Microsoft Office
·         Possesses and promotes a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction
·         Ability to work at pace whilst maintaining a high level of accuracy and attention to detail
·         Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines
·         Ability to offer flexibility in working hours including provision of out of hours support in an emergency if required
·         Self-motivated and possessing the ability to work on own initiative as well as within a team
·         Ability to handle multiple specialized skill set people/vendors
·         HSSE certifications/Quality certifications and trainings preferable
·         Living within reasonable travelling distance of properties

Customer Experience Director
Our client would like to fill the position of a Customer Experience Director.
Are you a seasoned customer-centric professional with a bias for handling & resolving customer complaints & issues with a keen eye for making customers happy & enhancing customer experience?
Are you interested at being part of a team focused towards transforming the real estate-student accommodation market in Kenya and beyond the East African region? If so, then this is the job you’re looking out for.
Purpose Statement
The jobholder will be responsible for delivering an excellent customer experience throughout the life cycle of the student from the check in day to check out day. The Customer Experience Director is expected to devise & execute strategies to enable the organization to deliver its brand promise to its customers; creating an awesome living experience at all the properties.
The Customer Experience Director will be expected to create processes, systems & people capabilities to increase the tenure of customers (students) at all properties & manage profitability of the property as per the business plan.
Responsibilities
·         Develop a comprehensive customer experience strategy for the organization in line with the vision of the organisation aimed at;
·         Managing customer operations at the property including documentation compliance (KYC norms), customer communication, billing & collections, & quick response to customer request.
·         Creating a customer centric culture at the properties by continuously engaging with the team at the properties, empowering them to take an extra step to deliver an awesome experience to the customers.
·         Innovating processes, systems including CRM to enable customers to engage effortlessly, transacting & managing requirements through self-care.
·         Continuously reducing pain areas for the customers, through working closely with other functions including IT, Finance, Marketing to ensure delivery of the brand promise.0
·         Delivering the budgeted profitability of the property by working closely with marketing team to create & devise pricing strategies, new products & value added services.
·         Engaging with projects, design & procurement teams to provide insights into customer needs & requirements, to improve the life cycle cost of maintenance, & improve quality of experience at the property, by suggesting improvements in design, amenities being provided, & material being used at the properties.
·         Build capabilities in team to continuously improve at every touch point of customer to build trust, engage & enhance the experience of the customer.
·         Create & deploy interventions, by working closely with relevant functions, aimed at engaging student residents to create memories for life, build a very high & positive bran recall, & to positive impact student life.
·         Ensuring a safe & secure environment at the properties, reducing the probability of any critical incident, which may impact the brand negatively.
·         Ensuring compliance of all statutory processes on property & facilitate management in line with the Health & Safety, Maintenance, & Code of Conduct guidelines.
Qualifications
·         A Bachelor’s degree in a Business related course or its equivalent.
·         A Master’s degree in Business Management/Administration or its equivalent will be an added advantage.
·         Proven experience in team management, supervision or leadership within a customer facing environment, including performance management, people development, coaching or mentoring experience.
·         Strong analytical skills-ability to pull insights from reports/quantitative data.
·         Ability to build relationships internally & with third party suppliers.
·         Demonstrable financial & commercial awareness, including previous experience of working with & managing costs & budgets.
·         Excellent oral & written communication skills including the proven ability to engage with customers & colleagues alike.
·         Management & leadership of processes for continuous improvement of customer experience.
·         Have strong people leadership skills, exemplary customer service experience, & great at identifying operational improvements.
·         Good mix of strategic, analytical & tactical skills.
·         Track record of using data to inform business decisions.
How to Apply
If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you.
Please make your application through our website www.dorbe-leit.co.ke before close of business 2nd December 2018.
Only successful candidates will be contacted.

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