The Standard Group PLC is a multi-media organization with investments in media platforms spanning newspaper print operations, television, radio broadcasting, digital and online services. The Standard Group is recognized as a leading multi-media house in Kenya with a key influence in matters of national and international interest. Our various media platforms include:  The Standard Newspaper, KTN, KTN News, btv, Farmers T.V, Radio Maisha, Vybez Radio, Spice FM, The Nairobian Weekly Newspaper and Standard Digital. As part of strengthening our operations, we are looking for creative, ambitious and highly motivated team player to join the    Digital   team in the following capacity:

E – BUSINESS CUSTOMER SUPPORT

OVERALL PURPOSE OF THE JOB.

Reporting to the Team Leader – Digital Business Support, the incumbent will be responsible for handling customer care compliments and complains for e-business related products and service as well as growing the platform.

JOB RESPONSIBILITIES:

• Utilize all platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
• Documenting all customer interaction information according to Standard Operating Procedures. 
• Execute, manage, and optimize programmatic campaigns for clients while meeting or surpassing client performance expectations.
• Ensure that all new and existing products/services have the right processes that can to deliver a high-Quality end product (User Journeys)
• Ensuring that all business transactions are captured on time in the appropriate ICT systems;
• Delivering invoices and statements to clients and follow-up regarding payment terms;
• Liaising with Credit Control and clients regarding payment terms and debt collection, and maintaining collection timelines;
• Maintaining close and effective contact with clients, and carrying out necessary public relations initiatives to ensure customer satisfaction;
• Analyse incidences and report on a weekly, monthly, quarterly and annually against plans as required;
• Driving e-commerce traffic, social media presence using modern tools and techniques;
• Monitor and analyse using appropriate analytic tools and report on traffic on e-commerce platforms;
• Liaison with the Commercial, Editorial and Technical teams to resolve operational issues arising for the purpose of enhancing customer experience and to achieve business targets.
• Prepare appropriate operational reports for all enterprise products.

PERSON SPECIFICATION

QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree in ICT, marketing, media, business, or an equivalent from a recognised institution.
• 2-3 years’ work relevant work experience and deep understanding of digital space.
• Use of modern analytic tools to increase traffic and social media presence

SKILLS AND OTHER ATTRIBUTES

•  Excellent verbal and written communication skill.
• Analytical, interpersonal and multi-tasking skills
• Team player.
• Creative problem solver.

If you possess the above qualifications and have the determination to excel, please send your application to  [email protected]   not later than   Friday,  8th  July 2022.

The Standard Group PLC is an equal opportunity employer and as such, canvassing of any form will lead to automatic disqualification

Please note that ONLY shortlisted candidates will be contacted. 

WE DO NOT CHARGE ANY FEES FOR THE RECRUITMENT PROCESS