Front Office Receptionist at Kenya Plant Health Inspectorate Service (KEPHIS)

Ref: VA/4/5/2018

Major Duties and Responsibilities

• Development, review and implementation of standard operating procedures for front office.
• Coordinate Information flow within the Corporation.
• Tracking and following-up on all calls, emails and hard copy documents.
• Management of all assets under the front office.
• Provision of reports required from front office.
• Responding to customer inquiries and complaints and communicating appropriate options for resolution in a timely manner.
• Linking staff within departments with external clients.
• Receiving and escalating client’s grievances.
• Booking rooms and conference facilities.
• Provide exceptional customer care services by attending to visitors/clients and directing them accordingly.
• Directing all enquires to the right office. 
• Ensure effective management of incoming/outgoing calls and maintaining a daily record of calls made.
• Receiving, sorting, registering and distributing incoming mails for the assigned office for action.
• Maintaining high standards of cleanliness/hygiene and tidiness within the front office.
• Informing customers about services available and assesses customer needs.
• Providing functional guidance, training and assistance to lower level staff.
• Providing assistance, training and troubleshooting support to lower level staff.
• Scheduling work to ensure accurate phone coverage, monitors priority of calls and shifts escalated calls to assure resolution to problems.
• Preparing standard reports to track workload, response time and quality of input.Assists in planning and implementing front office goals and make recommendations to management to improve efficiency and effectiveness.
• Maintaining the image of the Corporation by attending to clients with respect and integrity.
• Maintenance of accreditation and ISO certification.

Key Qualifications

• Diploma in secretarial studies from a recognized institution preferably KNEC or diploma in Human Resource/Business Administration with certificate in telephone operations/reception or front office management from a recognized institution Or Diploma in telephone operations/reception or front office management from a recognized institution.
• Fluency in both oral and written English and Kiswahili.
• Excellent interpersonal skills and integrity. 
• Computer literacy with typing speed of 50wpm.
• Ability to work under pressure and independently. 
• Experience with a Quality Management System.