Purpose for the job

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 and Responsibilities

• Answer incoming enquiries and requests for information received by e-mail, fax, SMS or voice mail. Ensuring that all customers’ queries are answered according to KenTrade’s customer service charter.
• Ensure complaints or compliments are keyed in system or escalated to the Supervisor.
• Prepare operational/daily reports as appropriate and forward to the Supervisor.
• 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.
• Receive and process follow up information about previous requests and reports and updating systems as appropriate.
• Use the provided software applications and other electronic information systems appropriately and in accordance with procedure.
• Quickly identify situations requiring specialist information and direct customers appropriately.
• Maintain awareness of all relevant service developments and participate in all aspects of training so as to improve effectiveness and efficiency of service delivery.
• Help out in any other area of the Customer Care Department.

Minimum Academic, Professional Qualifications and Experience

• Diploma in a Business, Trade or ICT related field.
• Computer Proficiency Course
• Meets provision of chapter six of the Constitution