Client Engagement & Operations Officer

Role Description
This is a full-time on-site role as a Client Engagement & Operations Officer. The role involves day-to-day tasks associated with client engagement and operational management. Responsibilities include building and maintaining client relationships, coordinating operational processes, reporting, and running our co-working space in Kigali. This role requires strong communication, analytical, and interpersonal skills.
Core Tasks Include

• Manage operations in the Kigali office, such as maintaining supplies and equipment, or coordinating with other departments
• Maintain accurate records and reports
• Support and perform administrative functions
• Keeping an overview of customer products and services and closely monitoring billing, and other product or service delivery metrics to ensure the customer receives what they paid for in due time.
• Understanding our products on a technical level and knowing the people in the organization who can offer the best information related to specific product issues.
• Interacting with clients directly as requested: selling services, helping customers select and subscribe to products and services, responding to customer inquiries or support requests, assisting with billing issues, scheduling meetings,
• Assisting customer support and operations in dealing with customer service issues and requests.
• Assisting in the sales process by providing leads with detailed information about the company’s products and services.
  

Requirements

• Minimum 1 year of experience in Customer Success or Customer Support with proven Operations or Technical capabilities.
• Good communication, emotional intelligence, and empathy skills.
• Monitoring customer metrics and activity.
• Experience communicating and reporting operational data to internal teams and higher-ups.
• Strong interpersonal and communication skills
• Excellent analytical skills
• Experience in operations management
• Ability to work collaboratively in a team environment
• Good problem-solving skills
• Proficiency in Microsoft Office Suite.
• Bachelors degree.

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