Customer Service Officer

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 

Emial: vacancies@kentrade.go.ke

KENTRADE is an Equal Opportunity Employer

Canvassing will lead to automatic disqualification

Only shortlisted candidates will be contacted.