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Kenya Trade Network Agency (KENTRADE) is a state Agency under treasury that is mandated to facilitate cross border trade, Establish, manage and implement the Kenya National Electronic Single Window System (KNESWS). The overall objective of the National Electronic Single Window System Project is to facilitate international trade by reducing delays and lowering costs associated with clearance of goods at the Kenyan borders while maintaining the requisite controls and collection of levies, fees duties and taxes, where applicable on imports or exports.
We are recruiting to fill the following positions below:
Purpose for the Job
- The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border points. The Customer Service officer will be the first point of contact and will attend to queries and inquiries via telephone/email or site visits.
Duties and Responsibilities
- Implement a customer service policy for the organization.
- Ensure efficient and prompt handling of all Customers’ inquiries / complaints whether relayed by phone, letter, e-mail or in person.
- Provide system support to Single Window System users through telephone, email or premise visits.
- Providing training to Single Window System users on the business process and operations of the system.
- Implement customer service standards; respond promptly to customer inquiries; and resolve problems and complaints.
- Identify customer service trends; determine system improvements and implement desired change within agreed timelines.
- Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken.
- Determine customer service requirements by undertaking research and analyzing customer needs.
- Improve customer service quality and aid the supervisor in ensuring that all relevant standards within the customer care section are met.
- Prepare daily, weekly, and monthly statistical reports as appropriate.
- Create and maintain a positive, supportive, customer-oriented environment for all the organization and non- organization clients
- Supervise and manage customer service assistants.
- Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Minimum Academic, Professional Qualifications and Experience
- Bachelor’s’ Degree in a Commerce, Business Administration/ICT or related field from a recognized institution
- At least three (3) years of relevant experience.
- Meets provision of chapter six of the Constitution
A. Qualified and interested candidates are requested to submit their application letter, curriculum vitae (that contains details of qualifications, work experience, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates’ previous work experience) and copies of all certificates & relevant testimonials.
Successful candidates shall be required to obtain and submit valid copies of the
following documents before an offer is made.
- Certificate of Good Conduct from the Directorate of Criminal investigations (CID)
- Clearance Certificate from the Higher Education Loans Board (HELB)
- Tax Compliance Certificate from Kenya Revenue Authority (KRA)
- Clearance form from the Ethics & Anti-corruption Authority (EACC)
- Clearance certificate from a recognized Credit Reference Bureau (CRB)
Visit: https://portal.kentrade.go.ke/careers
From there, you will be directed to the e-recruitment portal where you can:
Create a user account
Create your profile – Edit your profile if you already have an account.
The information on the profile is split into tabs that the user must fill out before submitting a job application which includes the following:
- Biodata - General information about the applicant
- Academic qualifications – attach certificates
- Professional qualifications – attach certificates
- Employment history – Record of previous employers
- Referees
- Attach aapplication letter, CV
- Input current and expected salary
- Submit application
- Click My Applications to check or confirm if your application has been successfully submitted.
All applications must be received not later than Tuesday September 09, 2025
Interested and qualified? Go to
Kenya Trade Network Agency (KenTrade) on forms.office.com to apply
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