Job Description
Grade KTNA 9
Reports to: Customer Service Officer
Purpose for the Job
Responding to a wide range of enquiries from both the general public and customers by providing advice and information regarding processing transactional services and assessing customer needs, in a prompt, efficient and courteous manner.
Duties and responsibilities
To answer incoming enquiries and to requests for information received by e-mail, SMS walkins, or voice mail. Ensuring that all customers’ queries are answered according to the KenTrade Customer Service Charter;
Ensuring complaints or compliments are keyed into the system or escalated to the Regional Representatives;
Preparing operational/daily reports as appropriate and forward to Regional Representatives.
To 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;
To follow up previous customer requests and to update system and customers as appropriate.
To use the provided software applications and other electronic information systems appropriately and in accordance with procedure;
Log all contacts in the customer database system accurately and maintain accurate and up Log all contacts in the customer database system accurately
To quickly identify situations requiring specialist information and advice customers appropriately;
To maintain an awareness of all relevant service developments and participate in all aspects of training of users so as to improve effectiveness and efficiency of service delivery;
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Minimum Qualifications & requirements
Diploma in relevant field
Certificate in Computer Application
At least two (2) years of experience in a service Industry (added advantage)
Meets the requirements of chapter six of the Constitution
Qualified and Interested candidates are requested to submit their applications, Curriculum Vitae that contains details of qualifications, experience, copies of certificates & relevant testimonials, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates previous work experience. Candidates interested in these positions are also expected to fulfill the requirements of Chapter Six of the Constitution of Kenya. Specifically, they must obtain and submit with their application copies of the following documents;
Certificate of Good Conduct from the Directorate of Criminal investigations (CID)
Clearance Certificate from Higher Education Loans Board (HELB)
Tax Compliance Certificate from Kenya Revenue Authority (KRA)
Clearance from the Ethics & Anti-corruption Authority (EACC)
Clearance from Credit Reference Bureau (CRB) Please note that applications without the Chapter 6 requirements SHALL NOT be considered.
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