Officer – Customer Service Advisor (Sign Language Interpreters)
Job Purpose
The overall purpose of
the Customer Service Advisor position is to acquire, grow and deepen customer
relationships through excellent service delivery by serving walk in
customers/taxpayers and customers/taxpayers with hearing impairment and
facilitating content creation for persons with hearing impairment.
The position is key in informing management
decisions on the operation of the Centres by accurate and timely collection of
all relevant data on its operations.
Responsibilities
- Offer
sign-language interpretation services as and when required/ called upon.
- Act
as the first point of contact resolution for customers and ensure the
delivery of quality service by projecting a professional and warm image.
- Provide
accurate, valid, complete and educative information to customers using the
right methods, skills and tools.
- Encourage
customers to participate by giving feedback using the provided service
quality tools with a view of recommending process improvements for process
re-engineering and excellent service delivery.
- Assist
customers in accessing KRA processes at the Service Centre
- PIN
application with relevant tax obligations.
- Amend
PIN details – initiate the amendment of registration details, validate
supporting documents received for further processing
- Filing
of returns.
- Application of payment slips,
waivers, objections, TCC.
- Complete
data entry verification tasks for amendment applications.
- Execute
business support initiatives to enhance revenue growth:
- Taxpayer
registration
- Revenue
enhancement – Debt collection, Nil/Non filer, Advance tax,
- Conduct
taxpayer engagements, education and customer visits to increase awareness
of taxpayer rights and obligations and enhance voluntary compliance.
- Ensure
complaints are handled and recorded as per the Complaints Management
Framework.
- Escalate
customer issues that need intervention of technical staff via the
recommended service escalation email.
- Ensure
adherence to all quality requirements under ISO 9008:2015, Authority’s
Service Charter, Customer Service Standards & Policy and work
procedure manual
- Reports
– Prepare periodical reports on as required
Qualifications
- A
Bachelor’s Degree in Finance, Accounting, Economics, Marketing, Business
Administration or any other related field.
- Certificate
of proficiency in sign language.
- Practiced
sign language or worked in a sign Language environment for a period of at
least 2 years.
Skills and Knowledge
- Sign
Language
- Product
knowledge: In-depth knowledge on Tax Administration, Customs
- Knowledge
of customer service principles and practices.
- Working
knowledge of relevant computer applications.
- Numeric,
oral and written language applications.
- Mathematical
skills to perform calculations.
Note:
- All
applications from interested and qualified candidates must be submitted
online via the process below.
- ONLY
shortlisted candidates will be contacted.
- All
applications should be submitted online by 7th February, 2022.
- KRA
is an equal opportunity employer committed to gender and disability
mainstreaming. Persons with Disability are encouraged to apply.
- KRA
does not charge for application, processing, interviewing or any other fee
in connection with our recruitment pro
How to Apply
