Identification and acquisition of new spa partners to expand the company's corporate client base on the SpaDreaming platform.Building and retaining brand awareness for on-boarding of corporate partners.Cultivating and maintaining strong relationships with new and existing clients, ensuring their satisfaction and loyalty.Acting as the main point of contact for corporate accounts, addressing their needs and providing excellent customer service.Developing and implementing effective strategies to attract businesses from corporates and other service-oriented partnerships.Conducting Customer Service training for staff.Digital & social media marketing and engagement.

Managing large amounts of incoming phone calls.Generating sales via phone calls and email enquiries.Identifying and assessing customer needs to achieve satisfaction.Building sustainable relationships and trust with customer accounts through open and interactive communication.Providing accurate, valid and complete information by using Zoho mail and Trello App. Meeting personal/customer service team sales targets.Handling customer complaints and conflict resolution in a tactful and timely manner.Keeping records of customer interactions, processing customer accounts and filing of documents.

Display and sale of African Inspired clothing & jewelry including bracelets, earrings and neck pieces.Working in conjunction with the Jewelry Designer to produce high quality merchandise.Sales and Marketing lead.Promote sales via digital media platforms.Ensure timely delivery of the goods to clientele

Format, customize and develop a Customer Relationship Management System that analyses and addresses key issues pertaining to the company. Partnering with an external agency to man all the Call Centre functions. Resolve of all escalated issues from the call centre in a timely manner. Compiling data and reports on all sales generated from the call center.

• Identification and acquisition of Special Accounts, working with a philosophy based on forming partnerships of mutual benefit and collaboration by making sustainable repeat purchases.• Management of all Hotels, restaurants and style bars and development & execution of Key Account plans to achieve mutually defined objectives, profits and brand growth targets.• Liaison with hotels when they have queries.• To define and deliver stretching Key account business plans and their strategy for implementation around a total alcohol, one portfolio approach.• Identify emerging trade trends & insights. Build activity plans at Key Accounts level and innovatively implement at retail.• Looking for and organizing leads of Hotels in Africa.• Develop customer and competitor insights, identify key gaps, develop and recommend plans to address gaps.• Establish strategic, cross functional relationships and regular dialogue with key customers. Conduct monthly performance reviews with management of assigned accounts.• Manage company’s relationship with customers with an emphasis on developing new business opportunities.

Managing the Customer Service Department in provision of excellent customer service to all callers by taking ownership and helping resolve issues, complaints.Observation control of customer complaints and observations records, ensuring all customer details (location, time, nature of complaint, follow-up measures) are valid, and up to date. Assist, provide guidance and co-ordinate tasks carried out by Customer Service Representatives (CSR), and carrying out regular reviews and appraisals, and oversee their training, coaching and development.Working closely with Business Development Director and Business Development Managers to understand on ground sales and promotional activities to enable their follow-up and assessment of customer observations be fed back to the team.Ensuring all the Customer Service Centre’s facilities – telephones, emails, portals, recording devises are in excellent working condition.Ensuring that all points of contact between Keroche Breweries and its publics are well oiled with regard to courtesy, protocol, language, demeanor. This ranges from all the receptions, phone answering services, protocol for visitors, facility visits protocols and programs. Daily access to Keroche Breweries social media platforms to collect and manage customer service oriented inquiries and ensure that the platforms are responsive in a time conscious way.Call Centre Management.

Handling enquiries in person,on the telephone or via email.Answer calls professionally to provide information about services, take/ cancel consignments, or obtain details of complaints.Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Tracking of incoming shipments, liaising with clearing agents on cargo clearance with customs. Request for shipping invoices and expediting payments.Preparation of deposit refund letters. Routine follow up of status of arrived consignments with transporters to ensure timely delivery promises. Filing and keeping records of all import documents.Updating of import register& emailing consignment status reports to the MD and sales department. Refer unresolved customer grievances or special requests to designated departments for further investigation.

Deputizing for the director, decision making and delegation of duties to staff.Devising and maintaining office systems, including data management and filing.Arranging travel and accommodation, administrative assistance.Screening telephone calls, enquiries and requests.Meeting and greeting visitors at all levels of seniority.Organizing and maintaining the director's diary/calendar.Dealing with incoming email, faxes and post.Background research, preparing reports and meeting presentations.Acting as a liaison between clients, suppliers and other staff.

Oversee day to day restaurant operations and evaluation of staff performance.Direct responsibility for restaurant sales, cash and profit management against set targets.Management and assessment of stock inventory. Training and supervision of restaurant staff.Strategic planning and execution of continuous improvement of service delivery based on client and staff feedback.Planning and execution of catered functions.Negotiation with suppliers on prices and new product introductions to support sales and marketing initiatives.Management and monitoring of the debt management program.

Sourcing for potential clients from global destinations to visit various tourism destinations in Kenya.Planning and executing international and inland logistics for confirmed clientele including flight and hotel bookings, transport management and guided tours within destination circuits in Kenya.Target marketing in conjunction with premier hotels, tourist and travel agents towards hosting clientele.Negotiating airfare constructions for competitive rates on behalf of clients.Administering travel applications and visas for clients.Providing French language interpretation services for French clientele.Conducting pre-destination feasibility studies and orientation sessions for groups.

General• Operating the telephone system within the organization by managing and ensuring that information flows effectively and efficiently.• Screening visitors and clients and assisting them with enquiries/references while directing them to the appropriate officers for specific technical enquiries.• Supervising calls for office staff to avoid over-expenditure• Advising the finance office for charges of personal calls/faxes (both privateand official) for accounting purposes.Office Management• Designing and ensuring that the front-office is tidy/secure in a conduciveenvironment.• Organizing the daily office diary i.e. booking the meeting rooms, entering workshop/seminar dates, traveling dates etc.• Sorting and distributing of incoming mail by post/courier to the respective programs.• Responsible for raising requisitions and payment requests for mail and courier services• Organizing and logging out-going mail.Administration• Managing the flow of information and making judgment regarding the relevance of the information to other programs within the organization.• Taking and distributing minutes during departmental meetings.• Maintaining a record of private bills for calls, faxes and courier services.

Oversee restaurant operations and staff performance.Manage and monitor customer service provision and implement improved service delivery initiatives.Training and mentoring of new staff.Planning and execution of themed functions for catering events.Accounting for bar stock; profit/shortage margins, tracking new alcoholic brands in the market and incorporating them to sales and marketing initiatives.Negotiating with vendors on discount structures based on sales and brand promotional performance.