Customer Service & Contact Centre Apprenticeship at Kenya Trade Network Agency (KenTrade)

Reports to: Manager,Customer Service & Contact Centre

Duties & Responsibilities

1. Act as a single point of contact for phone calls and emails from users. The assistant listens, logs and responds to customer enquiries, requests and complaints;ii.Recognizing,  documenting,  and  informing  the  supervisor  regarding  the  trends  in external customer calls.
2. Anticipating potential needs or problems of customers;
3. Following through on commitments made to customers;
4. Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols;
5. Maintaining confidentialityof information;vii.Achieving first contact resolution (FCR);
6. Handling customer complaints or issues satisfactorily;
7. Recording details of comments, inquiries, complaints, and actions taken;
8. Prioritize received issues in order to identify and escalate situations requiring urgent attention first
9. Providing accurate information about organizations services and related agencies;
10. Create  and  maintain  a  positive,  supportive,  customer  oriented  environment  for  all clients;
11. Recording details of comments, inquiries, complaints, and actions taken;
12. Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role;

Academic/Professional Requirements

1. Should be a Kenyan Citizen aged between 20 and 35 years;
2. Should be available full time for the duration of the program (3 months);
3. Should  be  a  continuing  student  or  have  graduated  within  the  last  five  (5)  years with Bachelor’s degree in a Business, Communications, Marketing ICT or related field from an   accredited   Institution   and   be   in   possession   of   the   relevant certificate
4. Be Computer Literate and have strong communication skills
5. Willingness towork in shifts, weekends/holidays and long hours
6. Customer focused;vii.Ability to multi task with high stress tolerance level;
7. Problem analysis and problem-solving skills;
8. Planning and organizing skills;x.Team oriented;