Customer Care Assistant at Kenya National Commission for UNESCO

Job Reference Number: KNCU/38/2022

Job Grade:  KNC 10

Remuneration

• Gross pay Ksh. 35,685.00 – 54,015.00
• Leave allowance –30% Basic Salary
• Medical Allowance –As per the scheme rules
• Group Life & Accident Cover – As per the scheme rules
• Terms Permanent and Pensionable

Purpose of the Job UNESCO Customer Care Assistant

The Customer Care Assistants are the first point of contact for the Commission’s customers. The responsibility of Front Office Officers is to respond to customer requests, avail communication materials and information upon request, register visitors, record complaints, manage the switchboard and supervise the use of the reception area by internal and external customers.

The Customer Care Assistant is responsible for the following functions:

• Provide efficient telephone communication services;
• Operate the telephone exchange;
• Maintain good customer care;
• Assist visitors with disabilities access information or services;
• Avail communication materials to waiting visitors;
• Supervise the use of the reception area to promote a positive corporate image;
• Issue visitors passes;
• Receive and directing visitors to relevant offices;
• Prepare and updating the visitors’ register;
• Record, respond to and report customer complaints to the relevant officers; and
• Any other duties as may be assigned.

Duties and Responsibilities for the UNESCO Customer Care Assistant

• Providing efficient telephone communication services;
• Operating the telephone exchange;
• Maintaining good customer care;
• Assisting visitors with disabilities access information or services;
• Availing communication materials to waiting visitors;
• Maintaining a clean and uncongested reception area to promote a positive corporate image;
• Updating the commission’s telephone directory and disseminating the same across all offices;
• Issuing visitors passes;
• Receiving and directing visitors to relevant offices;
• Preparing and updating the visitors’ register;
• Recording, responding to and reporting customer complaints to the relevant officers; and
• Any other duties s may be assigned.

Requirements for Appointment

For appointment to this grade a candidate must have: –

• A diploma certificate in front office operations, customer care, communication studies, public relations or any other approved equivalent qualification from a recognized institution; Certificate in telephone operation, reception and front office or its equivalent from a recognized institution;
• Kenya certificate of secondary education mean grade ‘C-‘ (minus);
• Certificate in computer applications; and
• Meet the provision of Chapter Six of the Constitution.

Key Competencies and Skills

• Good analytical skills;
• Communication skills;
• Interpersonal skills; and
• Negotiation skills