Customer Service Specialist - Fixed-Term Contract at Technology Innovation Agency

Job Purpose 

• Oversees the daily operations of a customer service center, ensuring customers receive efficient, professional, and high-quality support while meeting organisational performance goals.

Duration of Contract: Six (6) months.

Minimum Requirements    
Qualifications 

• A National Diploma in Business Administration, Customer Service or equivalent.
• Preferably a Bachelor’s degree in business administration, Customer Service or equivalent.

Work Experience 

• A minimum of 5 years’ working experience within Call Centre Management/ Business Administration and Customer Relations Management
• Preferably 5-10 years’ working experience within Call Centre Management/Business Administration and Customer Relations Management.

Soft Skills 

• Leadership and people management
• Customer relationship Management
• Conflict resolution
• Performance management
• Data analysis and reporting
• Process improvement
• Workforce planning
• Coaching and mentoring
• Decision-making
• Time management 

Technical Skills 

• Project Management Skills
• Advanced computer literacy skills
• Analytical and interpretation skills
• Financial Management Skills
• SAGE CRM

Job Knowledge

• Customer Relationship management SOP
• PFMA
• Investment process management
• Financial and non-financial support
• Business process management

Duties and Responsibilities    
FINANCIAL PERSPECTIVE

Financial Management 

• Provide input and assistance in the preparation of the budgets and forecasts for the unit.
• Provide input in compiling the Monthly report on the budget spent for the unit. 

STAKEHOLDER PERSPECTIVE 

Stakeholder Management 

• Manage the day-to-day operations of the customer service center.
• Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
• Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
• Supervise, train, and develop customer service representatives and team leaders.
• Monitor service levels, productivity, quality standards, and customer satisfaction metrics.
• Provide management reports based on the operations of the centre

INTERNAL PROCESSES 

Management of the Customer Service Centre

• Manage the day-to-day operations of the customer service center.
• Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
• Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
• Supervise, train, and develop customer service representatives and team leaders.
• Monitor service levels, productivity, quality standards, and customer satisfaction metrics.

Governance and compliance 

• Comply with all TIA’s policies, frameworks, guidelines, and systems (performance management, HR, finance, Stakeholder information, CRM, fund management, reporting etc.)
• Adherence to all relevant policies and frameworks.
• Provide audit trail and risk mitigations employed for all cases logged.
• Manage the customer relationship management SOP and compliance.

Improved processes 

• Analyse performance reports and identify opportunities for improvement.
• Collaborate with other BU’s to address customer concerns to improve customer experience.
• Continuous improvement of the SOP for effectiveness, flexibility and responsiveness to customers.

LEARNING AND GROWTH 

Performance Management

• KPA’s are understood and achieved as agreed upon in the Performance agreement.
• Review performance against agreed performance standards.
• Live the values and culture of TIA.

Competency development  

• Identify and implement development opportunities to ensure continuous improvement of work effectiveness and efficiency.

Deadline:18th September,2026