Baggins is a highly trusted technology company with multiple awards to its name. It is registered in the UK, the Netherlands, and East Africa.

Customer Support Agent

Position Overview:

We are seeking a dedicated and enthusiastic Customer Support Agent to join our dynamic team. The successful candidate will play a crucial role in ensuring our customers receive outstanding support for all Baggins services and products. The Customer Support Agent will report directly to the Customer Success Manager and work closely with various departments to enhance the customer experience.

Key Responsibilities:

Customer Assistance:

Respond promptly and effectively to customer inquiries via phone, email, chat, and other communication channels.
Provide accurate and comprehensive information about Baggins’ products and services.

Problem Resolution:

Identify, troubleshoot, and resolve customer issues with a sense of urgency and professionalism.
Escalate complex or unresolved issues to the appropriate department or team member, ensuring thorough follow-up.

Customer Relationship Management:

Build and maintain positive relationships with customers to foster trust and loyalty.
Gather and record customer feedback to help enhance our products and services.

Documentation and Reporting:

Document all customer interactions and maintain detailed records in the customer support system.
Generate and present reports on customer feedback, trends, and recurring issues to the Customer Success Manager.

Continuous Improvement:

Stay up-to-date with the latest developments in Baggins products, updates, and industry trends.
Recommend improvements to processes and services to deliver a superior customer experience.

Team Collaboration:

Collaborate with cross-functional teams, including sales, development, and marketing, to ensure all customer needs are met efficiently.
Participate in team meetings and contribute to a supportive and productive work environment.

Requirements

A diploma or degree in a relevant field such as Information Technology, Business, or Communication.
Proven experience in a customer support role, preferably within the tech industry.
Strong understanding of software, websites, and mobile applications.
Exceptional communication and interpersonal skills.
Proficiency in English; additional languages relevant to our markets are a plus.
Ability to work independently and as part of a team.
Excellent problem-solving skills and attention to detail.
Familiarity with customer support tools and CRM software is desirable.

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Sales Manager

Position Overview:

The Sales Manager will play a pivotal role in driving Baggins’ growth within Africa by overseeing all sales operations related to our software, website, and mobile app development services. The successful candidate will be responsible for achieving monthly sales targets, recruiting and supervising sales teams, and identifying new market opportunities to expand our reach across the continent.

Key Responsibilities:

Sales Strategy and Execution:

Develop and implement a comprehensive sales strategy for software, website, and mobile app development services across Africa.
Set and achieve monthly sales targets, ensuring alignment with the company’s overall business goals.
Monitor and analyze sales performance metrics, adjusting strategies as needed to maximize revenue.

Team Leadership and Development:

Recruit, train, and manage a high-performing sales team dedicated to IT development services.
Foster a culture of achievement and collaboration within the sales team, providing guidance and support to drive individual and team success.
Conduct regular performance reviews and provide feedback to sales team members.

Market Expansion and Business Development:

Identify and explore new market opportunities for Baggins’ IT services within the African continent.
Build and nurture strong relationships with key stakeholders, including potential clients, partners, and industry influencers.
Represent Baggins at industry events, conferences, and client meetings to enhance brand visibility and generate new business leads.

Client Relationship Management:

Develop and maintain strong, long-lasting relationships with clients, ensuring high levels of customer satisfaction and retention.
Serve as the primary point of contact for key accounts, resolving any issues and ensuring smooth delivery of services.

Collaboration and Reporting:

Collaborate with the company’s leadership team to align sales efforts with broader business objectives and ensure seamless integration of sales strategies.
Prepare and present regular sales reports and forecasts to senior management, highlighting achievements, challenges, and future plans.

Requirements

Bachelor’s degree in Business, Marketing, IT, or a related field. MBA is a plus.
Proven experience in sales management, preferably within the IT development industry, with a focus on software, website, and mobile app solutions.
Strong understanding of the African market landscape, cultural nuances, and business practices.
Exceptional leadership, communication, and interpersonal skills.
Ability to work independently and lead a team in a fast-paced, results-oriented environment.
Willingness to travel across Africa as needed.

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Receptionist

Position Overview:

We are seeking a professional and dynamic Receptionist to join our Nairobi office. As the first point of contact for clients, partners, and employees, the Receptionist plays a critical role in representing Baggins’ brand and ensuring seamless operations at our front desk. The ideal candidate will exhibit excellent communication skills, attention to detail, and a passion for providing outstanding service.

Key Responsibilities:

Greet and welcome visitors and clients with a warm, professional demeanor.
Answer, screen, and direct incoming phone calls promptly and courteously.
Manage the scheduling and coordination of conference rooms, ensuring meetings run smoothly and efficiently.
Handle incoming and outgoing correspondence, including mail, courier services, and emails.
Maintain a tidy and organized reception area, reflecting the company’s high standards.
Assist with administrative tasks such as data entry, filing, and document preparation as needed.
Support the coordination of in-office events, team meetings, and other company functions.
Ensure security procedures are followed, including verifying visitor credentials and managing access control.
Provide general information about Baggins’ services and connect inquiries to appropriate team members.

Requirements

High school diploma or equivalent; additional certification in Office Administration is a plus.
Proven experience as a receptionist, front desk representative, or similar role.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and basic knowledge of office equipment.
Strong verbal and written communication skills in English; knowledge of Swahili is advantageous.
Exceptional organizational skills and the ability to multitask effectively.
A professional appearance and attitude with a focus on customer satisfaction.
Ability to work independently and as part of a team in a fast-paced environment.

Public Relations (PR) Officer

Position Overview:

We are seeking a proactive and engaging Public Relations Officer to join our team at the Nairobi office. The ideal candidate will be responsible for managing and enhancing the public image of Baggins, ensuring clear, beneficial communication with our stakeholders, including media entities, clients, partners, and the local community. The PR Officer will play a pivotal role in promoting our company’s vision, products, and initiatives, while developing strategies to strengthen our established presence both locally and internationally.

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Key Responsibilities:

Develop and implement PR strategies that align with Baggins’ business goals and enhance our brand image.
Foster and sustain valuable relationships with media outlets, industry influencers, and key stakeholders.
Craft compelling press releases, media kits, and other PR materials to effectively communicate company news and achievements.
Organize and coordinate press conferences, interviews, and other media engagements.
Monitor and analyze media coverage and manage the company’s response to any emerging issues.
Collaborate with the marketing team to synchronize PR efforts with promotional campaigns and events.
Act as the main point of contact for external communications, addressing inquiries and maintaining a consistent tone for the company’s brand.
Lead and manage community engagement activities and corporate social responsibility initiatives in the region.
Provide support and counsel to executives on media relations and public speaking opportunities.

Requirements

Bachelor’s degree in Public Relations, Communications, Journalism, or a related field.
Minimum of 3 years of experience in a public relations role, preferably within the technology or digital solutions industry.
Exceptional written and verbal communication skills with a keen eye for detail.
Strong networking abilities and an extensive media contact list in East Africa and beyond.
Proven track record of successful PR campaigns and events.
Ability to work independently and collaboratively in a fast-paced environment.
High level of creativity, professionalism, and adaptability.