Purpose for the Job

Responding to customer requests, queries and complaints through phone calls, emails, social media, web chat and walk-ins. It involves professional handling of customers by providing exceptional customer service in order to fulfil the agency’s mandate.

Duties and Responsibilities

• Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS;
• Ensure that all customers’ queries are addressed according to the KenTrade customer service charter;
• Ensure complaints or compliments are captured in system and escalated to Subject Matter Experts within agreed timelines;
• Prepare operational/daily reports and forward to supervisor;
• Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to details and professionalism;
• Adhere to day to day running and operations of the Call Centre including set Key Performance Indicators (KPIs);
• Ensure adherence to systems and processes for timely and accurate reporting;
• Work in coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;
• Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.

Minimum Academic, Professional Qualifications and Experience

• Diploma in relevant field
• Certificate in Computer Application
• Meets provision of chapter six of the Constitution

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