Customer Service & Contact Centre Department - 3 Posts at Kenya Trade Network Agency (KenTrade)

Duties & Responsibilities

• Act as a single point of contact for phone calls and emails from users. The assistant listens, logs, and responds to customer inquiries, requests, and complaints.
• Recognize, document, and inform the supervisor regarding trends in external customer calls.
• Anticipate potential needs or problems of customers.
• Follow through on commitments made to customers.
• Make recommendations of alternate solutions if customer expectations cannot be met and follow relevant escalation contact protocols.
• Maintain confidentiality of information.
• Achieve first contact resolution (FCR).
• Handle customer complaints or issues satisfactorily.
• Record details of comments, inquiries, complaints, and actions taken.
• Prioritize received issues to identify and escalate situations requiring urgent attention first.
• Provide accurate information about organizations, services, and related agencies.
• Create and maintain a positive, supportive, customer-oriented environment for all clients.
• Record details of comments, inquiries, complaints, and actions taken.
• 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

• Should be a Kenyan Citizen aged between 20 and 35 years.
• Should be available full-time for the duration of the program (3 months).
• Should be a continuing student in any field from an accredited Institution and have the relevant transcripts/result slips/letter from the training institution.
• Be Computer Literate and have strong communication skills.
• Willingness to work in shifts, weekends/holidays, and long hours.
• Customer-focused.
• Ability to multitask with a high-stress tolerance level.
• Problem analysis and problem-solving skills.
• Planning and organizing skills.
• Team-oriented.