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KRA 1: Provides Messenger Services

• Provides reliable and timely messenger services, ensuring that items reach their destinations on time and in good condition:
• Review the list of deliveries for the day and prioritize deliveries based on urgency and required timeframe
• Before departure, verify that all items are properly packed, labelled and ready for delivery to avoid errors.
• Handle all items carefully to avoid damage and ensure that fragile or sensitive items are properly packaged.
• Stay in contact with the office or recipients for updates on delivery status or any changes in schedule.
• Get proper acknowledgement or signature from recipients to confirm the safe and timely delivery of items.
• Keep a log of all items delivered including dates, times and recipients to maintain an organized record.
• Maintain confidentiality of sensitive documents and information.

KRA 2: Provides Office Services

• Ensure that the office is open, cleaned and ready for business each day; provide other office services as requested by the HR & Administration Manager:
• Arrive early to unlock and prepare the office for the day’s operations and ensure all entry points are secure and accessible.
• Ensure that all the office spaces are cleaned including floors, desks, windows, restrooms and common areas to maintain a tidy and professional environment.
• Check and confirm that office equipment such as computers, printers and phones are in good working condition and ready for use
• Assist the HR & Administration Manager with any administrative tasks such as filing documents, organizing records or scheduling appointments.

KRA 3: Delivers Customer Service

• Endeavour to deliver high standards of customer care to staff, customers and external stakeholders, giving a positive impression of CIB’s brand:
• Treat all requests no matter how big or small with a sense of urgency and priority to demonstrate the importance of customer satisfaction.
• Stay knowledgeable about CIB’s policies, procedures and the services provided so that you can answer questions accurately and provide relevant information to customers and stakeholders.
• Ensure that any customer inquiries or requests you have handled are followed up in a timely manner.
• Attend any training sessions or workshops that will enhance your customer service skills and overall effectiveness.
• Support in distributing customer satisfaction surveys to gather feedback and identify areas for improvement in service delivery.

KRA 4: Manages Office-Related Risks

• In collaboration with the HR & Administration Team, identify and manage the key risks associated with the provision of office services and with the messenger role:
• Collaborate with the HR & Administration staff to identify and assess risks related to the delivery of office services, including the safe handling and transport of items.
• Assist in creating simple safety procedures and protocols for office services and ensure all office staff are aware of health and safety practices.
• Follow a basic risk log with the HR & Administration staff to record any identified risks (e.g., damaged equipment, security concerns) and report them as per established guidelines.
• Regularly check common office areas for any hazards, such as obstacles in hallways, improperly stored items, or unmarked wet floors and notify management immediately.
• Ensure any office deliveries are made safely following risk prevention guidelines and report any issues or safety concerns while on the job.