Contact Centre Assistant

The Kenya Trade Network Agency (KenTrade) is a State Corporation under The National Treasury and Economic Planning established by the Government of Kenya (GoK) in January 2011. KenTrade draws its mandate from the National Electronic Single Window System Act 2022. KenTrade’s mandate is to implement, operationalize and manage the Kenya National Electronic Single Window System (KNESWS), now known as the Trade Facilitation Platform (TFP).

To fulfil our mandate, we wish to engage suitably qualified candidates on permanent and pensionable terms who also meet the requirements of Chapter 6 of the Kenya Constitution for the following positions:

Contact Centre Assistant (2 posts) – KTNA 9

Job Title : Contact Centre Assistant
Reports to : Contact Centre Officer
Duty Station : Nairobi

Purpose for the Job

Responding to customer requests, queries and complaints through phone calls, emails, social media, web chat and walk-ins. It involves professional handling of customers by providing exceptional customer service in order to fulfil the agency’s mandate.

Duties and Responsibilities

1. Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS;
2. Ensuring that all customers’ queries are addressed according to the KenTrade customer service charter;
3. Ensuring complaints or compliments are captured in the system and escalated to Subject Matter Experts within agreed timelines;
4. Preparing operational/daily reports and forward to supervisor;
5. Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to details and professionalism.
6. Adhering to day to day running and operations of the Call Centre including set Key Performance Indicators (KPIs);
7. Ensure adherence to systems and processes for timely and accurate reporting;
8. Work in coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;
9. Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.

Minimum Academic, Professional Qualifications and Experience

i. Diploma in relevant field
ii. Meets provision of chapter six of the Constitution