Customer Care Officer at Kenya Universities and Colleges Central Placement Service

The Customer Care Officer will be responsible for providing and promoting a professional, high quality, front line customer focused service to all customers. Dealing with all customer enquiries in relation to our services and delivering a service to meet the individual needs of all customers and wherever possible resolving enquiries at first point of contact.

Customer Care Officer Job Responsibilities

• Coordinate Customer Care Centre staff and activities;
• Take responsibility for being the first point of contact for all visitors at the Customer Care Centre and ensuring that a high quality of service is delivered at all times;
• Ensure customers are dealt with promptly, in line with agreed standards and targets;
• Take ownership and responsibility for all inquiries presented to the Customer Care Centre, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions;
• Ensure that all inquiries that require follow up are noted and resolved fully in a timely manner; using computerized helpdesk to record unresolved issues;
• Ensure Customer Satisfaction Surveys and all outbound activities are administered in line with the Placement Service objectives;
• To identify ways in which the Customer Care team can further improve performance and service delivery to customers;
• Have full knowledge and ability to access all services, including translation services to help meet the individual needs of our customers;
• Undertake any such additional duties that are reasonably commensurate with the level of this post.

Requirements for the Customer Care Officer Job

• Have served in the position of Customer Care Officer for a minimum period of three (3) years or in a comparable and relevant position in the public or private sector;
• Have a Bachelors degree in any of the following disciplines: Social Sciences, Management, Business Administration, Office Administration or a related degree qualification from a recognised institution;
• Have demonstrated professional competence and ability in planning and administration of Customer Care function;
• Be proficient in the relevant computer applications;
• Have met the requirements of Chapter Six (6) of the Constitution of Kenya on leadership and integrity.