Front Office & Customer Care
Recruit Finds
Nairobi, Kenya
Job summary
Front Office & Customer Care Support at Sensei Institute of Technology (SiT)
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Receptionist / Customer Care Officer Job Description
1. Job Summary
The Receptionist / Customer Care Officer is responsible for providing professional front office services while delivering excellent customer care to clients, visitors, and stakeholders. The role serves as the first point of contact for the organization by managing reception activities, handling customer inquiries, coordinating communication, and providing administrative support to ensure smooth day-to-day office operations.
The successful candidate will create a positive customer experience by responding to inquiries promptly, assisting prospective clients with course information, maintaining accurate records, and supporting general office administration. The position requires excellent communication skills, professionalism, strong organizational abilities, and a customer-focused approach.
2. Key Duties and Responsibilities
2.1 Reception and Customer Care
The successful candidate will:
Welcome visitors professionally and direct them to the appropriate offices.
Receive and answer incoming telephone calls courteously.
Respond to customer inquiries promptly and professionally.
Provide accurate information about the organization's services and programs.
Maintain a clean, organized, and professional reception area.
Ensure every visitor receives a positive customer experience.
2.2 Client Communication
The Receptionist / Customer Care Officer will:
Respond to customer inquiries through telephone, email, social media, and other communication channels.
Communicate clearly and professionally with clients and stakeholders.
Follow up on customer inquiries where necessary.
Maintain effective communication with internal departments.
Escalate complex customer concerns to the relevant department.
Maintain confidentiality of customer information.
2.3 Course Enquiries
The employee will:
Provide prospective students with information about available courses and programs.
Explain admission requirements, application procedures, and registration processes.
Respond to inquiries regarding fees, schedules, and course duration.
Guide applicants through the admission process.
Maintain records of inquiries and follow-up activities.
Refer specialized academic inquiries to the relevant department when necessary.
2.4 Office Administration Support
The successful candidate will:
Provide general administrative support to various departments.
Prepare letters, reports, and administrative documents.
Maintain accurate filing systems for both physical and electronic records.
Schedule appointments and meetings.
Assist in managing office supplies and stationery.
Coordinate incoming and outgoing correspondence.
Support office logistics and day-to-day administrative operations.
Perform any other duties assigned by management.
3. Minimum Qualifications
Applicants should possess the following qualifications:
Diploma in Business Administration, Customer Service, Office Administration, Secretarial Studies, Public Relations, or a related field from a recognized institution.
A Bachelor's Degree in a relevant field will be an added advantage.
4. Work Experience
The ideal candidate should have:
At least one (1) to two (2) years of experience in reception, customer service, or office administration.
Experience handling customer inquiries and front office operations.
Experience working in an educational institution will be an added advantage.
Practical experience using Microsoft Office applications.
5. Required Skills and Competencies
The successful candidate should demonstrate the following skills:
Excellent customer service skills.
Strong communication and interpersonal abilities.
Good telephone etiquette.
Professional front office and reception management skills.
Good organizational and time management skills.
Strong administrative and record management skills.
Computer proficiency, including Microsoft Word, Excel, Outlook, and PowerPoint.
Ability to manage multiple tasks effectively.
Strong problem-solving skills.
Attention to detail and accuracy.
Ability to work independently and within a team.
6. Personal Attributes
The ideal candidate should possess the following qualities:
Professional appearance and conduct.
High level of integrity and honesty.
Positive attitude and friendly personality.
Courtesy and patience when dealing with customers.
Reliability and accountability.
Strong work ethic.
Ability to maintain confidentiality.
Flexibility and willingness to learn.
Self-motivation and initiative.
Commitment to delivering excellent customer service.
7. Working Environment
The Receptionist / Customer Care Officer will primarily work in an office environment and serve as the first point of contact for clients, visitors, students, and other stakeholders. The role involves frequent face-to-face interactions, telephone communication, email correspondence, and administrative support. The successful candidate must maintain professionalism while handling multiple responsibilities in a busy and customer-focused environment.
8. Key Performance Indicators (KPIs)
Performance in this role will be measured using the following indicators:
Customer satisfaction levels.
Timely response to customer inquiries.
Accuracy of information provided to clients.
Number of successfully handled course inquiries.
Quality of front office services.
Timely completion of administrative tasks.
Accuracy of records and documentation.
Professional handling of telephone and email communication.
Compliance with company procedures.
Positive feedback from clients and colleagues.
9. Expected Outcomes
The successful Receptionist / Customer Care Officer will contribute to the organization's success by:
Delivering exceptional customer service to all visitors and clients.
Providing accurate and timely information on courses and organizational services.
Maintaining efficient front office operations.
Supporting effective communication within the organization.
Ensuring accurate administrative records and documentation.
Promoting a professional and welcoming organizational image.
Supporting smooth day-to-day office administration.
Building positive relationships with clients, students, and stakeholders.
Contributing to improved customer satisfaction and service delivery.
Upholding professionalism, confidentiality, and organizational values at all times.
The Receptionist / Customer Care Officer is expected to perform all assigned responsibilities with professionalism, integrity, courtesy, and a strong commitment to delivering outstanding customer service while supporting the organization's operational and administrative objectives.