Assistant Customer Care Officer at Kenya Bureau of Standards

No of Positions: 4

Grade: KS 9
Ministry /Corporation: Kenya Bureau of Standards
Directorate/ Division Human Resource and Communications
Department: Marketing and Communications
Section / Unit: Customer care
Location / Workstation: KEBS Head office Popo Road, Off Mombasa Road
Reporting Relationships
Reports to: Assistant customer care manager

Job Purpose

The holder of this job is responsible for collecting and tabulating customer care data to enable improvement in the service delivery at the Kenya Bureau of Standards.

Key Responsibilities / Duties / Tasks

Managerial / Supervisory Responsibilities

• Operational Responsibilities / Tasks
• Receiving all customers/visitors to Kenya Bureau of Standards, records all details of visitors/customers and direct them to respective officers;
• Receiving correspondence delivered, records and dispatch to the designated person/offices;
• Conducting monthly telephone surveys by calling customers/visitors and enquiring on their experience during the past visit to Kenya Bureau of Standards;
• Receiving and forwarding complaints to the customer care officer;
• Ensuring availability of informational brochures at all customer point/receptions in order to inform customers about Kenya Bureau of Standards and its services;
• Collecting feedback forms from suggestion boxes weekly;
• Implementing the Quality Management System;
• Displaying information on plasma screen /notice board to guide technical committee members to various meeting rooms; and
• Returning identity documents to customers and contacts those who have forgotten to minimize cases of loss of identification documents.

Job Dimensions:

Responsibility for Physical Assets

Responsible for physical assets assigned by the institutions.

Decision Making:

Makes decisions using work instructions

Working Conditions:

Works predominantly within the office

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic Qualifications

• KCSE C- (Minimum)
• Diploma in Customer Care, Public Relations, Front Office or related field from a recognized institution (Minimum).
• Professional Qualifications / Membership to professional bodies
• Proficiency in computer applications.
• Fulfilled the requirements of Chapter Six of the Constitution.

Need to know: Attributes:

• Knowledge in data collection and analysis
• Be proficient in computer applications;
• Interpersonal skills
• Time management
• Communication skills
• Team player
• Integrity
• Positive Attitude
• Proactive
• IT proficiency