Overview
- Experience: Not Specified
- Min. Education level: Diploma
- Specialism: Call Center / Customer Relations
- Deadline: Tuesday, September 9, 2025
Vacancy Description
About Company
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
- Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS;
- Ensuring that all customers’ queries are addressed according to the KenTrade customer service charter;
- Ensuring complaints or compliments are captured in the system and escalated to Subject Matter Experts within agreed timelines;
- Preparing operational/daily reports and forward to supervisor;
- Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to details and professionalism.
- Adhering to day to day running and operations of the Call Centre including set Key Performance Indicators (KPIs);
- Ensure adherence to systems and processes for timely and accurate reporting;
- Work in coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;
- 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
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Application Guidelines
A. Qualified and interested candidates are requested to submit their application letter, curriculum vitae (that contains details of qualifications, work experience, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates’ previous work experience) and copies of all certificates & relevant testimonials.
B. Successful candidates shall be required to obtain and submit valid copies of the following documents before an offer is made.
- Certificate of Good Conduct from the Directorate of Criminal investigations (CID)
- Clearance Certificate from the Higher Education Loans Board (HELB)
- Tax Compliance Certificate from Kenya Revenue Authority (KRA)
- Clearance form from the Ethics & Anti-corruption Authority (EACC)
- Clearance certificate from a recognized Credit Reference Bureau (CRB)
All applications must be submitted online through the recruitment portal on or before 5.00 pm. Tuesday September 09, 2025. Only applications submitted via the online portal will be considered.
Manual submissions will not be accepted.
The Kenya Trade Network Agency is committed to upholding the provisions of the Constitution, specifically Chapter 232(1), which emphasizes fair competition and merit, representation of Kenya’s diverse communities, and equal employment opportunities for men and women, members of all ethnic groups, and persons with disabilities. Therefore, persons with disabilities, marginalized groups and minorities are strongly encouraged to apply.
Beware of fraudsters:
The Kenya Trade Network Agency does not charge any fees at any stage of the recruitment process — including application, shortlisting, interviews, or appointment. Any individuals or parties requesting such payments are imposters and should be reported to the relevant authorities.
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