Vacancy title:
Customer Service Assistant

Jobs at:
Kenya Trade Agency

Deadline of this Job:
26th November 2018

Duty Station:
Nairobi, Kenya

Summary
Date Posted: 6th November 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

About the Company

JOB DETAILS:
TThe 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;
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.

Responsibilities

• 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.

Qualifications

• 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