Grade: KS 9,
Ministry /Corporation: Kenya Bureau of
Standards Directorate/ Division Human Resource and Communications,
Department: Marketing and
Communications,
Section / Unit: Customer care,
Location / Workstation: KEBS Head office Popo
Road, Off Mombasa Road,
Reporting Relationships
Reports to: Assistant
customer care manager
Job Purpose
The holder of this job
is responsible for collecting and tabulating customer care data to enable improvement
in the service delivery at the Kenya Bureau of Standards.
Key Responsibilities
Operational
Responsibilities / Tasks
- Receiving all customers/visitors to Kenya Bureau
of Standards, records all details of visitors/customers and direct them to
respective officers;
- Receiving correspondence delivered, records and
dispatch to the designated person/offices;
- Conducting monthly telephone surveys by calling
customers/visitors and enquiring on their experience during the past visit
to Kenya Bureau of Standards;
- Receiving and forwarding complaints to the
customer care officer;
- Ensuring availability of informational brochures
at all customer point/receptions in order to inform customers about Kenya
Bureau of Standards and its services;
- Collecting feedback forms from suggestion boxes
weekly;
- Implementing the Quality Management System;
- Displaying information on plasma screen /notice
board to guide technical committee members to various meeting rooms; and
- Returning identity documents to customers and
contacts those who have forgotten to minimize cases of loss of
identification documents.
Job Dimensions
Responsibility for Physical
Assets
- Responsible for physical assets assigned by the
institutions.
Decision Making
- Makes decisions using work instructions
Working Conditions
- Works predominantly within the office
Job Competencies
(Knowledge, Experience and Attributes / Skills).
Academic Qualifications
- KCSE C- (Minimum)
- Diploma in Customer Care, Public Relations, Front
Office or related field from a recognized institution (Minimum).
- Professional Qualifications / Membership to
professional bodies
- Proficiency in computer applications.
- Fulfilled the requirements of Chapter Six of the
Constitution.
Need to know: Attributes
- Knowledge in data collection and analysis
- Be proficient in computer applications;
- Interpersonal skills
- Time management
- Communication skills
- Team player
- Integrity
- Positive Attitude
- Proactive
- IT proficiency
How
To Apply
Application letter,
Curriculum Vitae and copies of relevant certificates must be submitted online
via KEBS website under careers page: www.kebs.org on or before 21st September, 2020. Only short listed
candidates will be contacted. Canvassing will lead to automatic
disqualification. The applicants must comply with Chapter Six (6) of the
Constitution of Kenya.
It is important to note, after successfully uploading and submitting the application, the applicant will receive a system generated email notification that the job application details have been successfully submitted.
Persons with disabilities and female candidates are encouraged to apply. Only shortlisted candidates will be contacted.
It is important to note, after successfully uploading and submitting the application, the applicant will receive a system generated email notification that the job application details have been successfully submitted.
Persons with disabilities and female candidates are encouraged to apply. Only shortlisted candidates will be contacted.
Please ensure you have
the following documents at hand for the application process.
- ID & PIN Copies
- Cover Letter
- Curriculum Vitae
- Academic Certificates
- Professional Qualifications
- Professional Bodies’ Membership Certificates
- Constitutional Documents
