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Customer Service Assistant Job in Nairobi, Kenya

The Kenya Trade Network Agency (KenTrade) is a State Corporation under the National Treasury whose mandate is to implement, operationalize and manage the Kenya National Electronic Single Window System (Kenya TradeNet System) as well as Trade Facilitation.

To fulfill our mandate, we wish to engage suitably qualified candidates who meet the requirements of Chapter 6 of the Kenya Constitution for the following positions;
Customer Service Assistant
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.
·         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.
·         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
How to Apply
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.
Interested Candidates 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 a Credit Reference Bureau (CRB)
Applications should be addressed as detailed below and be sent by post, hand delivery or email so as to be received not later than November 26, 2018.
The Chief Executive Officer
Kenya Trade Network Agency
1st Floor, Embankment Plaza
Longonot Rd – Upperhill
P.O. Box 36943-00200
KenTrade is an Equal Opportunity Employer – women and persons with disability are encouraged to apply.
Any form of canvassing shall lead to automatic disqualification and
Only shortlisted candidates shall be contacted.

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