KenTrade has entry-level vacancies for Contact Centre Assistants in Nairobi and Mombasa.
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:
CONTACT CENTRE ASSISTANT (2 POSTS) – ΚΤΝΑ 9
Reports to: Contact Centre Officer
Duty Station: Nairobi and Mombasa offices
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) Ensure that all customers’ queries are addressed according to the KenTrade customer service charter;
3) Ensure complaints or compliments are captured in system and escalated to Subject Matter Experts within agreed timelines;
4) Prepare 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) Adhere 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
1) Diploma in relevant field
2) Certificate in Computer Application
3) Meets provision of chapter six of the Constitution
