Assistant Customer Care Officer Job in Kenya

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Assistant Customer Care Officer Job in Kenya


Job Title

Assistant Customer Care Officer




KS 9




Kenya Bureau of Standards




Human Resource and Administration




Marketing and Customer Care




Customer Care



Section / Unit




Location / Work Station

Head Office, Coast, MT. Kenya, North Rift, South Rift, North Eastern,













Reporting Relationships




Reports to

Principal Customer Care Officer,







Direct Reports








Indirect Reports












Job Purpose







To assist in the execution of the KEBS Customer Experience policies, procedures, for purpose of facilitating and providing support of Standardization, Metrology and Conformity Assessment to deliver on the KEBS vision and mandate

Key Responsibilities/ Duties / Tasks

Managerial / Supervisory Responsibilities


Operational Responsibilities / Tasks

  •  Receives, sorts, registers, classifies and documents all customer complaints to improve on service delivery.
  • Collects and tabulates all customer feedback from suggestion boxes at Kenya Bureau of Standards to enhance service delivery.
  • Collects data at customer contact points for development of trends to enhance organizational intelligence.
  • Supports the Customer Experience officer in compiling Loyal Customer Visit reports to enable follow up on identified service gaps and enable decision making.
  • Collects data from departments to assist in development of frequently asked questions to disseminate information to the public.
  • Monitors the Customer Experience inbox and escalate customer enquiries and complaints to the Customer Experience Manager and/or Assistant Customer Experience Manager.
  • Supports the Customer Experience officer in mystery shopper activities to get intelligence on KEBS service delivery in order to enhance service delivery and improve customer satisfaction in the organization.
  • Takes minutes during divisional meetings for action planning and future reference
  • Prepares divisional daily and weekly reports for process monitoring
  • Requisitions of stationery and materials from the procurement stores for the Customer Experience division.
  • Assists in logistical arrangements during the various Customer Experience activities.

  • Files and updates departmental records in order to ensure easy retrieval of information.
  • Implements the KEBS adopted management systems to ensure continual improvement of the processes.
  • Implements the KEBS adopted management system to ensure continual improvement process.

Job Dimensions:

  1. Financial Responsibility N/A


  1. Responsibility for Physical Assets

Responsible for physical assets assigned by the institutions: furniture, computers, telephone

  • Decision Making / Job Influence


 Working Conditions

Works predominantly within the office and

Expected to travel within the country

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic qualifications

Diploma  in Marketing, Public Relations, Business Administration, Communications or social sciences.

Professional Qualifications / Membership to professional bodies


Previous relevant work experience required.


Functional Skills, Behavioral Competencies/Attributes:


  • Time management skills
  • Branding strategies
  • Communication skills
  • Digital marketing/ e commerce skills
  • Customer care skills
  • Analytical skills;
  • Interpersonal skills
  • Integrity
  • Confidentiality
  • Innovative

How to Apply

Please visit the careers page on KEBS website: for detailed job profile/description and instruction on how to apply.

Interested and qualified candidates applications should be submitted either SOFTCOPY to or HARDCOPY sent by post or hand delivered to KEBS HQ office addressed to the address below, indicating VACANCY NAME on the envelope on or before 15th February, 2023 at 17:00 HRs, EAT enclosing/attach Cover

letter, a detailed CV with full details on education background, professional qualifications and relevant experience together with copies of Testimonials, Academic Certificates and National Identification Card.

The Managing Director, Kenya Bureau of Standards

Popo Road, Off Mombasa Road,

P.O. Box 54974 – 00200 NAIROBI.


  • KEBS DOES NOT charge any fee in the recruitment process.
  • Persons with disability and female candidates are encouraged to apply.
  • Academic Qualifications of external origin MUST be accompanied with a recognition and equation certificate from the relevant body in Kenya.
  • Only shortlisted candidates will be contacted. Canvassing will lead to automatic disqualification.
  • All degree applicants for engineering related qualifications must be Registered as Graduate Engineers.
  • The applicants must comply with Chapter Six (6) of the Constitution of Kenya.

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