IDLO recruits 01 Customer Care & Call Care Agents for the e-filing System Support Services

IDLO recruits 01 Customer Care & Call Care Agents for the e-filing System Support Services

International Development Law Organization

Nairobi, Kenya

Customer Care & Call Care Agents for the e-filing System Support ServicesNAIROBI (KENYA)
Organization : IDLO – International Development Law OrganizationLocation : Nairobi (Kenya)Grade : Single Engagement Agreement – ConsultancyOccupational Groups :Customer servicesClosing Date : 2021-12-03
The Judiciary in partnership with International Development Law Organization (IDLO) has initiated various automation initiatives for both court processes and registry operations. Commendable progress has been achieved in implementing the Case Tracking System & E-Filing System.
The E-Filing System has been implemented in all Court Stations based in Nairobi County and Case Tracking System has been implemented across the country and in one hundred and twenty-eight (128) Court Stations with approximately 1.4M cases have been captured to the Case Tracking System.
To realize the countrywide rollout of the Judiciary E-filing System and sustain the Judiciary automation initiatives, E-filing Systems and CTS will need support in the implementation of a customer-centric feedback mechanism to record and address queries arising from the e-filing and CTS process. It is in this regard that the Integrated Court Management Steering Committee seeks the support of IDLO to engage Customer Care & Call Care Agents to assist in the development of customer care management protocols and provide user telephone support, email responses, and follow-ups to ensure that all the queries raised are handled to a conclusion.
Duties and Responsibilities
Under the overall supervision and direction of the Deputy Registrar Automation and the in-charge, Milimani Commercial Chief Magistrates Court Registries, the Customer Care & Call care Agents will perform the following tasks:
1) Review the draft customer care management and reporting protocols developed under CJSR-1 and recommend error/issue standard reporting guidelines that will:
a) Collect Verifiable client information 
b) Record all the System related queries in the Support desk
c) Manage and resolve customer complaints (showing real-time progress of resolution process)
d) Map out common issues Identified, response time, and map out issues that require escalation to ICT Support engineers for resolution.
e) Develop routing schedule with PACU and Route calls to appropriate personnel/resources and confirm contacts and alternate contacts
2) Develop a template for documenting all call information according to standard operating procedures
3) Develop response tags for PACU to inform clients by explaining procedures; answering questions; providing information
4) Update the Knowledge-base of the support
5) Any other duties
The Customer Care & Call Care agent will at all times; 
Carry out the services and perform tasks with care, skill, and in an efficient and professional manner.Observe strict confidentialityEnsure a high degree of quality in his/her output.Be guided by these terms of reference.Carry out his/her tasks on the field, presenting outputs to IDLO and the Chief Magistrates’ Commercial Court on/or before agreed deadlines.Ensure timely responsiveness in communication with IDLO and the Chief Magistrates’ Commercial Court (whether phone or email).The Customer Care & Call Care agent shall deliver the following outputs:
An Inception Report detailing the understanding of the terms of reference and a proposed plan of action, with work plan indicating clear milestones and timelines. To be delivered within 2 weeks of start date.A monthly report documenting support provided to the e-filing support desk and the key results realized thereof and the expected deliverables for the subsequent month to be submitted by the 25th of every month, together with monthly workplan (in line with IDLO reporting template).Any other deliverables as shall be agreed upon including concepts, proposals and reports relating to these ToRs.Final comprehensive contract report documenting all the support provided to Judiciary within the contracted period in the implementation of TORs and support to project, key results realized, pending work, challenges faced and recommendations to Judiciary and IDLO.
The ideal candidate will possess the following qualifications and experience.
Academic Qualifications
Kenya Certificate of Secondary Education minimum means grade C+ (plus) or its equivalent.Certificate in public relations or customer care lasting not less than two (2) weeks from a recognized institution.A Diploma/Higher Diploma in Computer Studies from the Kenya National Examinations Council (KNEC) or equivalent qualifications from a recognized institution.Be a holder of an undergraduate degree Knowledge in Helpdesk and or Business process Outsourcing (BPO).Typing skill at least 30wpm.Proficiency in computer applications.Have a clear understanding of judicial systems, processes, and procedures.Skills of the Customer Care & Call Care Agent
Should have good oral and written communication in both English and KiswahiliAn effective communicator, Should be computer literate.Should also have a clear view of what the current systems and software trends are in the Judiciary.Interpersonal skills.
Fluent in both English and Swahili.
The consultant will report to the IDLO Country Manager, Kenya, and deputy registrar automation or any other reporting line as may be determined by IDLO and the judiciary.
The assignment will be undertaken for 10 months between January and October 2021.
The above statements are intended to describe the general nature and level of the work being performed by the Contractor assigned to this work. This may not be an exhaustive list of all duties and responsibilities. 
All applications will be treated with the strictest confidentiality and in compliance with IDLO’s policy on personal data protection.
The Director-General of IDLO reserves the right to amend and change responsibilities or even to cancel the recruitment to meet business and organizational needs as necessary.
Application deadline: 3 December 2021 (23:59hrs Rome Time).
We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization’s page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.Before applying, please make sure that you have read the requirements for the position and that you qualify.Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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