Alliance Française de Nairobi is a leading not-for-profit language and cultural relations organization in East Africa. As one of the largest Alliance Française centers in Africa, we are dedicated to offering French language courses to thousands of students annually. Our institution stands as Kenya’s only accredited center for international and professional French language certification, providing both certified translation services and a unique platform for creative and cultural exchanges.
Our goal is to promote linguistic and cultural diversity through a range of annual activities that include showcasing local and international arts, encouraging creativity, and fostering cultural collaboration. To continue supporting our growing community of learners and cultural enthusiasts, we are expanding our team and looking to recruit a Client Support Officer for our Classes Department.
If you are passionate about providing exceptional client support, thrive in a collaborative and dynamic environment, and are eager to contribute to a meaningful mission, we invite you to apply. Here’s an overview of the responsibilities, qualifications, and application details for the position.
Position Overview: Client Support Officer (Classes Department)
Location: Alliance Française de Nairobi, Nairobi, Kenya
Employment Type: Full-time
Salary Grade: 2+ (KSH 64,746.00 monthly)
Responsibilities
As a Client Support Officer, you will play a vital role in creating a positive experience for our clients and students. You will act as the face of our Classes Department, assisting with inquiries, providing information, and ensuring satisfaction at every step. Key responsibilities include:
- Client Inquiries: Respond promptly and professionally to client inquiries via email, phone, and in-person communication.
- Complaint Resolution: Effectively acknowledge and resolve client complaints, ensuring all issues are handled with empathy and a solutions-focused approach.
- Product Knowledge: Maintain a comprehensive understanding of our courses, programs, and services to answer questions accurately and confidently.
- Client Interaction Records: Document all client interactions, transactions, comments, and complaints to maintain accurate records.
- Internal Collaboration: Communicate and coordinate with colleagues across departments to ensure smooth operations and a seamless client experience.
- Process Feedback: Actively provide feedback on client service processes to improve the overall client experience.
- Client Satisfaction: Strive to achieve high levels of client satisfaction by providing courteous, reliable, and efficient support.
- Product Information: Provide clients with detailed information about Alliance Française programs and services, helping them make informed decisions.
Qualifications and Requirements
Our ideal candidate will have a strong background in client support, a proactive approach, and excellent communication skills. Specific requirements include:
- Education: Certificate or diploma in Customer Service, Communication, or a related field.
- Language Proficiency: A working knowledge of English, Kiswahili, and French is essential. A minimum DELF B1 diploma in French is required.
- Skills:
- Highly motivated, with a passion for delivering excellent customer service.
- Strong interpersonal and communication skills, with the ability to build relationships with students, faculty, and staff.
- Organizational skills and the ability to manage multiple tasks in a fast-paced environment.
- Attention to detail, with a commitment to maintaining accurate client records and information.
Why Join Alliance Française de Nairobi?
At Alliance Française, we offer more than just a job; we provide a platform for cultural growth, personal development, and professional growth. Our work environment is inclusive, dynamic, and enriched by diverse ideas and perspectives. Joining our team means you’ll have the opportunity to:
- Engage with a multicultural community of language learners and cultural enthusiasts.
- Be part of a mission-driven organization that promotes cultural diversity and linguistic development.
- Benefit from a collaborative work environment that values creativity, professional growth, and mutual respect.
How to Apply
If you meet the qualifications and are excited about this opportunity to be part of a dedicated team in a leading cultural and educational organization, we encourage you to apply.
To apply, please use this link: Client Support Officer Application