Customer Service Officer

By Live Lover -
The 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 (KNESWS) as well as Trade Facilitation. KENTRADE was established under an Executive Order and gazetted as Legal Notice No 6 of 2011 on 28th January 2011. To fulfill its mandate, KENTRADE wishes to engage suitably qualified candidates who meet the requirements of Chapter 6 of the Kenya Constitution for the following positions:

CUSTOMER SERVICE OFFICER – 10 POSTS
Customer Service Department
Reports to: Assistant Manager – Customer Service & Call Centre
Responsible for: Customer Service Assistants
Purpose of the position: 
The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border points. The Customer Service officer will be the first point of contact and will attend to queries and inquiries via the telephone/ email or site visits.

Duties & Responsibilities:
• Implement a customer service policy for the organization.
• Ensure efficient and prompt handling of all Customers’ inquiries / complaints whether relayed by phone, letter, e-mail or in person
• Provide system support to KNESWS users through telephone, email or premise visits.
• Providing training to KNESWS users on the business process and operations of the system.
• Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints;
• Identify customer service trends; determine system improvements and implement desired change within agreed timelines
• Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken
• Determine customer service requirements by undertaking research and analysing customer needs.
• Improve customer service quality results and aid the supervisor in ensuring that all relevant standards within the customer care section are met.
• Prepare daily, weekly, and monthly statistical reports as appropriate.
• Create and maintain a positive, supportive, customer oriented environment for all the organization and non- organization clients
• Supervise and manage all customer service assistants.
• Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications and Experience
• A university degree in Business Administration or any other related discipline from a recognized institution.
• Evidence of qualifications in ICT.
• At least four (4) years’ relevant experience in Customer Service in an automated * Business environment handling major accounts in the public or private sector.
• Experience/ Knowledge of trade logistics will be an added advantage
• Excellent communication (Listening) and analytical skills with track record of ability to meet strict reporting deadlines.
 Attention to details and accuracy
• Stress tolerance and good telephone skills

Qualified and Interested candidates are requested to submit their applications, Curriculum Vitae, copies of certificates & testimonials, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates previous work experience.
Applications should be addressed as detailed below and be sent by post, hand delivery or email so as to be received not later than 5.00pm on Friday, 26th July 2013.

The Chief Executive Officer 
Kenya Trade Network Agency 
1st Floor, Embankment Plaza Longonot Rd – Upperhill 
P.O. Box 36943-00200 Nairobi 

KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.

Comments

Post a Comment

Popular posts from this blog

Dispatch Manager

By Live Lover -
Our Client, a leading motorbike and three wheeler assemblers in Kenya seeks to recruit a  Dispatch Manager . The ideal candidate will be responsible for overseeing the scheduling, staging, tracking and reporting of the day's activities. He/she will also be in charge of recording and maintaining data related to the day's work load such as delivery confirmations, mechanical breakdowns, customer requests, charges and expenses incurred. Key Responsibilities Scheduling and assigning work crews, delivery vehicles and service equipment for the daily tasks  Receiving and preparing work orders and monitoring jobs in progress Informing staff about logistic problems or updates and handling questions or complaints from staff and clients Recording and maintaining data related to the day's work load such as delivery confirmations, mechanical breakdowns, customer requests, charges and expenses incurred Identifying items and containers of incoming and outgoing shipments and v...
Read more

Systems Developer

By Live Lover -
Image
Job Title Systems Developer Location Nairobi,KE Organization Name Information Systems Department Description Welcome aboard  Kenya  Airways!  Kenya Airways is truly the Prideof Africa. Our global network now reaches 59 destinations, 46 of which are spread across the  Africa  continent. With a modern fleet of  36 aircrafts, including four Boeing 777 series, makes us one the youngest fleets in  Africa . Kenya Airways opens a world of opportunity across the continent, creating sustainable development by connecting its people and businesses within  Africa  and around the world. At Kenya Airways we believe our greatest asset is our people. When you join Kenya Airways we provide you with training and all the systems and tools you require to perform. And best of all, we provide an environment that enables each and every one of our employees to achieve their full potential. Brief Description Development and Maintenance of reporting, ...
Read more

People Operations Administrator

By Live Lover -
Image
To apply click here Date: 30-Jul-2021 Location: Nairobi, Sub Saharan Africa, KE Company: British Council The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connec...
Read more