Development, review and implementation of standard operating procedures for front office.
Coordinate Information flow within the Corporation.
Tracking and following-up on all calls, emails and hard copy documents.
Management of all assets under the front office.
Provision of reports required from front office.
Responding to customer inquiries and complaints and communicating appropriate options for resolution in a timely manner.
Linking staff within departments with external clients.
Receiving and escalating client’s grievances.
Booking rooms and conference facilities.
Provide exceptional customer care services by attending to visitors/clients and directing them accordingly.
Directing all enquires to the right office.
Ensure effective management of incoming/outgoing calls and maintaining a daily record of calls made.
Receiving, sorting, registering and distributing incoming mails for the assigned office for action.
Maintaining high standards of cleanliness/hygiene and tidiness within the front office.
Informing customers about services available and assesses customer needs.
Providing functional guidance, training and assistance to lower level staff.
Providing assistance, training and troubleshooting support to lower level staff.
Scheduling work to ensure accurate phone coverage, monitors priority of calls and shifts escalated calls to assure resolution to problems.
Preparing standard reports to track workload, response time and quality of input. Assists in planning and implementing front office goals and make recommendations to management to improve efficiency and effectiveness.
Maintaining the image of the Corporation by attending to clients with respect and integrity.
Maintenance of accreditation and ISO certification.
Diploma in secretarial studies from a recognized institution preferably KNEC or diploma in Human Resource/Business Administration with certificate in telephone operations/reception or front office management from a recognized institution Or Diploma in telephone operations/reception or front office management from a recognized institution.
Fluency in both oral and written English and Kiswahili.