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Royal Media Services
Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

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Job Summary

Royal Media Services Limited wishes to recruit suitably qualified staff for the above position. The Job holder will be responsible for the overall management of the reception and the telephone systems. They will be required to work well and professionally with both the external and internal customers and ensure seamless services are offered at all times.


  1. Development, review and implementation of standard operating procedures for front office.
  2. Coordination of Information flow within the organization
  3. Tracking and following-up all calls, emails and hard copy documents received through the front office desk.
  4. Management of all assets under the front office.
  5. Provision of reports required from front office.
  6. Responding to customer inquiries and complaints and communicating appropriate options for resolution in a timely manner.
  7. Linking staff within departments with external clients.
  8. Receiving, recording and escalating client's/ visitors grievances.
  9. Provide exceptional customer care services by attending to visitors/clients and directing them accordingly.
  10. Directing all telephone, email and physical inquires to the right office.
  11. Ensure effective management of incoming/outgoing calls and maintaining a daily record of calls made.
  12. Receiving, sorting, registering and distributing incoming mails, letters and parcels for the assigned office for action.
  13. Maintaining high standards of cleanliness/hygiene and tidiness within the front office.
  14. Informing customers about services available and assessing customer needs.
  15. Scheduling work to ensure accurate phone coverage, monitors priority of calls and shifts escalated calls to assure resolution to problems.
  16. Preparing standard reports to track workload, response time and quality of input.
  17. Assists in planning and implementing front office goals and make recommendations to management to improve efficiency and effectiveness.
  18. Maintaining the image of the company by attending to clients with respect and integrity.

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Reporting; Answering telephones and call management; Calendar management; Customer service; Document and archive management; Office administration, management; Office reception
Required languages: English (Spoken: fluent | Written: fluent)
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