Assistant Customer Experience Officer

HELB is looking for dynamic problem-solvers to join our high-performing team as Assistant Customer Experience Officers! If you have the passion, the communication skills, don’t miss this opportunity to make a tangible impact.

The Higher Education Loans Board (HELB) was established by an Act of Parliament – CAP 213A in 1995 with the mandate to provide loans, bursaries and scholarships to Kenyans pursuing higher education in recognized Kenyan universities and colleges and to recover the same after completion of studies to facilitate establishment of a revolving fund.
HELB is seeking to recruit transformative, competent and self-driven individuals with an innate dynamism for the positions listed below. The successful candidates to fill the positions will join a highly performing team and should not only be passionate, innovative, and qualified but also be dependable, emotionally intelligent and have effective interpersonal, communication and leadership skills.

Assistant Customer Experience Officer:

Ref. No. HELB/021-Grade 9 (11 Positions)

Job Profile

The job holder will be responsible for ensuring effective delivery of quality customer service to walk-in customers at Huduma Centres, email and telephone call inquiries across the country while ensuring effective delivery of quality customer service across the Contact Centre customer service channels (Inbound calls, Outbound calls, Emails, web chats, website, and social media), across the country and from diaspora customers.

Job Specifications

Duties and responsibilities at this level will entail: –

1. Handling walk ins, incoming & outgoing calls, emails and social media service related enquiries;
2. Ensuring all customer enquiries are accurately captured for closure and/or follow through;
3. Ensuring escalated customer enquiries are closed and the customer updated;
4. Disseminating the Board’s publicity updates in the event of any queries IV.
5. Managing the reception desks; and
6. Guiding and directing customers.

Person Specifications

For appointment to this grade a candidate must have: –

1. Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences or equivalent from a recognized institution
2. Minimum KCSE C- (minus) or its equivalent from a recognized institution
3. Proficiency in Computer Skills
4. Fulfil the requirements of Chapter 6 of the Constitution

Key Skills and Competencies

1. Public Relations skills
2. Good communication skills in both English and Kiswahili

The Officers shall be engaged on contract of up to three (3) years renewable subject to performance and retirement age.