Job Satisfaction Coordinator - Repair & Maintenance
Location: Nairobi, Kenya
Start Date: Immediately
We’re on a mission to elevate the careers and livelihoods of millions of blue collar professionals, artisans, and other informal workers through the use of technology. Join us.
WORKSITE LOCATION: Nairobi, Kenya
Lynk is a startup which builds technology to connect blue collar workers in Kenya - from carpenters to cleaners - to jobs. Our suite of products seeks to satisfy a breadth of consumer needs, which provide multiple channels to increase incomes for workers in our system:
Lynk Requests: A marketplace product enabling customers to request services in over 50 categories from cleaners, to masseuses, to plumbers, and tailors, and receive shortlisted bids.
Lynk Shop: An e-commerce product enabling workers on the platform to sell ready-to-buy products or services.
Byld: A tech-based platform for the recruitment and management of workers on large construction sites.
Lynk is consistently regarded is one of the most exciting and socially impactful start-ups in Africa:
(2018) Africa regional winner of the MIT Inclusive Innovation Challenge for global technology solutions that improve livelihoods
(2018) Selected into the prestigious MIT 2018 SOLVER class of solutions that are changing the world, in the subcategory of “work of the future”
(2018) Named one of East Africa’s top 10 startups to watch by I-Dev international
(2017) Grand winner of the Ford Foundation and the Global Center for Youth Employment Ideathon for initiatives that can bring disruptive change to youth employment
(2017) Selected to the inaugural XL Africa fellowship put on by the World Bank for high potential startups in Africa
A bit about the role:
Lynk is a platform which aims to prepare informal workers to thrive in the labour market. We do this by:
understanding market demand;
structuring our offering better to service the demand;
recruitment, training and equipping informal workers to satisfy that demand;
providing a convenient tech-driven method of connecting to that demand;
quality service delivery and outstanding customer service;
and driving demand through marketing.
As a Job Satisfaction Coordinator, you will be a part of a small independent ‘task-force’ that will be responsible for managing entire Installation, Repair and Maintenance segment within this framework. We are looking for an individual with demonstrated experience in customer service and relationship management to join our IRM Segment team and support all customer-facing activities.
A bit about you:
You love working with customers, and know how to work effectively with fundis. You can spot an inappropriate quote from a mile away, and love working with fundis to find the right solution.
Customer Service Management
Coordinate all IRM orders from querying, to matching, to site visit, to delivery and invoicing
Weekly reporting on operations hurdles, communication needs etc
Coordinate with other departments based on customer feedback
Develop & Enforce Standard Operational Procedures (SOPs) for all IRM Services
Use feedback from customers to improve SOPs for customer engagement e.g. auto response templates for email and phone (e.g. pre-and-post service scripts)
Identify opportunities to improve SOPs for job satisfaction operational continuity e.g. weekly opening and closing checklists, maintain detailed FAQs and responses, service map for engagement with first time, repeat and third party customers etc.
Review current operating practices and utilization, and propose best systems to enforce and roll out SOPs
Marketing & Growth Management Support
Serve as a customer service-focused focal point for the IRM segment
Support marketing efforts for upselling e.g. updating customers on new service offerings, reminding clients to rate and review Pros, special occasion advertising campaigns, voucher systems etc.
Assessing customer behaviour through analysing data pulls, client history and service orders
Successful candidates will have all or most of these qualifications:
Min 1-2 Years of experience in practical help desk or customer support including managing large amounts of incoming calls, collecting and analyzing customer information, needs and complaints
Keen interest in Installation, Repair and Maintenance sector
Self-starting mentality and experience in crisis management and mitigation
Excellent communication, analytical and interpersonal skills
More about us:
At Lynk we make it easier for households and businesses to connect with high quality professionals. Currently we have verified professionals in over 140 categories ranging from cleaners, to masseuses, to plumbers, and tailors. Through the use of technology we unlock important career tools such as digital profiles, product galleries, customer reviews, and more.
As a company, we’re a tight-knit and highly-collaborative team of developers, hustlers, planners, and doers. We provide the freedom and tools necessary for people to be comfortable and successful in their work and in return expect high performance and a culture of excellence. We value ambition, curiosity, candor and most of all an uncontrollable desire to create amazing things.
To Apply: Please send your application and relevant supporting materials to email@example.com