Officer- Customer Service Advisor (Sign Language Interpreters) at Kenya Revenue Authority (KRA)

Job Purpose

The overall purpose of the Sign Language Interpreter is to support citizen inclusivity at Kenya Revenue Authority by providing interpretation services to hearing-impaired customers.

The incumbent in this position is expected to acquire, grow and deepen customer relationships through excellent service delivery by serving walk in customers and customers with hearing impairment, and facilitating content creation for persons with hearing impairment.

Key Performance Areas

• Offer sign-language interpretation services as and when required/ called upon.
• Act as the first point of contact resolution for customers and ensure the delivery of quality service by projecting a professional and warm image.
• Provide accurate, valid, complete and educative information to hearing-impaired customers using the right methods, skills and tools.
• Encourage customers to participate by giving feedback using the provided service quality tools with a view of recommending process improvements for process re-engineering and excellent service delivery.
• Assist customers in accessing KRA services at the Service Centre
  • PIN application with relevant tax obligations.
  • Amend PIN details - initiate the amendment of registration details, validate supporting documents received for further processing
  • Filing of returns
  • Application of payment slips, waivers, objections, TCC.
  • Complete data entry verification tasks for amendment applications.
• Execute business support initiatives to enhance revenue growth:
  • Taxpayer registration
  • Revenue enhancement initiatives
• Conduct taxpayer engagements, education and customer visits to increase awareness of taxpayer rights and obligations and enhance voluntary compliance.
• Ensure complaints are handled and recorded as per the KRA Complaints Management Framework.
• Escalate customer issues that need intervention of technical staff via the recommended service escalation channels.
• Ensure adherence to all quality requirements under ISO 9008:2015, Authority’s Service Charter, Customer Service Standards & Policy and work procedure manual.
• Prepare periodical reports as required

Education and Work experience

• A Bachelor’s Degree from a recognized institution.
• Practiced sign language or worked in a Sign Language environment for a period of at least 2 years.

 Skills and Knowledge

• Sign Language Proficiency
• Knowledge of customer service principles and practices.
• Working knowledge of relevant computer applications.
• Numeric, oral and written language proficiency.