About Crestview Partners
Crestview Partners is a project management consultancy that oversees large-scale programmes in the health, education, and governance sectors for government agencies and international development organisations. Founded in 2010, Crestview has managed programmes funded by USAID, DFID, the World Bank, and the European Union with a combined portfolio exceeding USD 200 million. The firm employs fifty project management professionals, most of whom hold PMP or PRINCE2 certifications. Crestview Partners also provides monitoring, evaluation, and learning services and has conducted over sixty evaluations for development partners in East Africa.
What you will do:
You will handle incoming customer enquiries through phone, email, and chat, providing accurate information about products and services, resolving complaints, and escalating complex issues to the appropriate department. The role requires you to maintain detailed records of all customer interactions in the CRM system and follow up on pending issues to ensure timely resolution. You will also process orders, handle returns and refunds, and coordinate with the logistics team to track deliveries. The company receives a high volume of customer contacts daily, so the ability to work efficiently while maintaining a professional and empathetic tone is critical. You will participate in regular training sessions to stay updated on product changes and company policies. Performance is measured against key metrics including first-call resolution rate, average handling time, and customer satisfaction scores.
Requirements:
- Bachelor's degree or equivalent professional qualification in a related field
- Minimum 3 years of proven experience in a similar position
- Strong analytical, problem-solving, and decision-making abilities
- Excellent organisational and time-management skills
- Proficiency in relevant industry software and tools
- Strong interpersonal skills with the ability to work across teams
- Knowledge of industry standards, regulations, and best practices
If you meet the above qualifications and are interested in this opportunity, send your updated CV and a brief cover letter explaining why you are a good fit for the role. Shortlisted candidates will be contacted within two weeks of the application deadline. Crestview Partners is an equal opportunity employer and does not charge any fees at any stage of the recruitment process.
