KenTrade is recruiting Customer Service Officer for its regional offices in Kenya.
The Kenya Trade Network Agency (KenTrade) is a State Corporation under The National Treasury estab-lished under the National Electronic Single Window System Act No. 25 of 2022 with a mandate to establish and manage the Kenya National Electronic Single Window System (KNESWS) and facilitate trade.
To fulfil our mandate, we wish to engage suitable qualified candidates on permanent and pensionable terms who also meet the requirements of Chapter 6 of the Kenya Constitution of Kenya for the following positions:
CUSTOMER SERVICE OFFICER (1 POST) – KTΝΑ 7
Reports to: Manager Customer Service and Contact Centre
Duty Station: Regional Offices
Purpose for the Job
The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border points. The Customer Service officer will be the first point of contact and will attend to queries and inquiries via the telephone/ email or site visits.
Duties and Responsibilities
1) Implement a customer service policy for the organization.
2) Ensure efficient and prompt handling of all Customers’ inquiries/complaints whether relayed by phone, letter, e-mail or in person.
3) Provide system support to KNESWS users through telephone, email or premise visits.
4) Provide training to KNESWS users on the business process and operations of the system.
5) Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints;
6) Identify customer service trends; determine system improvements and implement desired change within agreed timelines
7) Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken
8) Determine customer service requirements by undertaking research and analyzing customer needs.
9) Improve customer service quality results and aid the supervisor in ensuring that all relevant standards within the customer care section are met.
10) Prepare daily, weekly, and monthly statistical reports as appropriate.
11) Create and maintain a positive, supportive, customer oriented environment for all the organization and non- organization clients
12) Supervise and manage all customer service assistants.
13) 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
1) Bachelor’s’ Degree in a Commerce, Business Administration/ICT or related field from a recognized institution
2) Certificate in Computer Application
3) Meets provision of chapter six of the Constitution
CUSTOMER SERVICE ASSISTANT (1 POSTS) – KΤΝΑ 9
Reports to: Manager Customer Service & Contact Centre
Duty Station: Regional offices
Purpose for the job
The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border Points.
The Customer Service officer will be the first point of contact and will attend to Queries and inquiries via the telephone/ email or site visits.
Duties and Responsibilities
1) Answer incoming enquiries and requests for information received by e-mail, fax, SMS or voice mail. Ensuring that all customers’ queries are answered according to KenTrade’s customer service charter.
2) Ensure complaints or compliments are keyed in system or escalated to the Supervisor.
3) Prepare operational/daily reports as appropriate and forward to the Supervisor.
4) Provide advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and professional approach at all times.
5) Receive and process follow up information about previous requests and reports and updating systems as appropriate.
6) Use the provided software applications and other electronic information systems appropriately and in accordance with procedure.
7) Quickly identify situations requiring specialist information and direct customers appropriately.
8) Maintain awareness of all relevant service developments and participate in all aspects of training so as to improve effectiveness and efficiency of service delivery.
9) Help out in any other area of the Customer Care Department.
Minimum Academic, Professional Qualifications and Experience
1) Diploma in a Business, Trade or ICT related field.
2) Computer Proficiency Course
3) Meets provision of chapter six of the Constitution
