Assistant Customer Experience Officer - 11 Posts at Higher Education Loans Board (HELB)

Ref. No. HELB/021 - Grade 9 (11 Positions)

Job Profile

The job holder will be responsible for ensuring effective delivery of quality customer service to walk-in customers at Huduma Centres, email and telephone call inquiries across the country while ensuring effective delivery of quality customer service across the Contact Centre customer service channels (Inbound calls, Outbound calls, Emails, web chats, website, and social media), across the country and from diaspora customers.

Job Specifications
 Duties and responsibilities at this level will entail: -

• Handling walk ins, incoming & outgoing calls, emails and social media service related enquiries;
• Ensuring all customer enquiries are accurately captured for closure and/or follow through;
• Ensuring escalated customer enquiries are closed and the customer updated;
• Disseminating the Board’s publicity updates in the event of any queries
• Managing the reception desks; and
• Guiding and directing customers.

Person Specifications

 For appointment to this grade a candidate must have: -

• Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences or equivalent from a recognized institution
• Minimum KCSE C- (minus) or its equivalent from a recognized institution
• Proficiency in Computer Skills
• Fulfil the requirements of Chapter 6 of the Constitution

Key Skills and Competencies

• Public Relations skills
• Good communication skills in both English and Kiswahili