Duties and responsibilities at this level will entail:
- Coordinating all
Reception/Customer Care desk activities in the College;
- Manning the Reception/Customer
Care desk; in charge of customer service to walk in and online customers,
communicating courteously with customers via social media, telephone,
email, letter and face to face; directing customers to online resources;
- Ensuring professional, timely,
accurate and efficient flow of information to and from customers and
stakeholders;
- Responding to various routine
inquiries from internal and external stakeholders; directing complex
queries to relevant officers and ensuring that feedback is promptly given;
- Providing daily reports to the on
emerging customer issues, matters not closed and other matters that
require further attention;
- Update daily logs of customers
records, including notes about interactions; making recommendations to
Management for improving customer experience;
- Collecting feedback/administering
feedback surveys/handling suggestion box for immediate action;
- Supervising Reception/Customer
Care Assistants working under him/ her; and supervising, training and
development of staff.
For appointment to this level a candidate must have; –
- Diploma in any of the following
disciplines: Public Relations, International Relations and Diplomacy,
Corporate Communications, Digital Communications, Front Office/ Customer
Service or equivalent qualification from a recognized institution;
- Good communication and
interpersonal skills; meticulous attention to detail.
- In-depth understanding of
customer care work/practices.
- Good command of spoken and
written English and Swahili languages (proficiency in Sign Language will
be an added advantage)
- Proficiency in Computer
Applications; and
- Fulfilled the requirements of
Chapter Six of the Constitution
How To Apply
