Customer Service & Contact Centre Department 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 enquiries, requests and complaints.
• Recognizing, documenting, and informing the supervisor regarding the trends in external customer calls.
• Anticipating potential needs or problems of customers.
• Following through on commitments made to customers.
• Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols.
• Maintaining confidentiality of information.
• Achieving first contact resolution (FCR);
• Handling customer complaints or issues satisfactorily.
• Recording details of comments, inquiries, complaints, and actions taken.
• Prioritize received issues in order to identify and escalate situations requiring urgent attention first.
• Providing accurate information about organizations, services and related agencies.
• Create and maintain a positive, supportive, customer-oriented environment for all clients.
• Recording 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 (3months);
• 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 high stress tolerance level.
• Problem analysis and problem-solving skills.
• Planning and organizing skills.
• Team oriented.