Multiple Job Opportunities at Kenya Revenue Authority (KRA)

Job Purpose:

To serve customers by planning and implementing call centre strategies and operations, improving systems and processes and managing staff.

Responsibilities for the Manager Job:

• Ensuring the necessary resources and tools are available for quality customer service delivery.
• Overseeing the maintenance of equipment; developing preventive maintenance programs; evaluating and implementing upgrades.
• Ensuring that customer support requests are prioritized responded to and resolved well.
• Implementing and ensuring a systematic method of maintaining records to support decision-making on future needs.
• Implementing and ensuring a systematic method of maintaining accurate records or correspondence with customers.
• Providing consultancy support and advice to internal and external customers.
• Handling all issues escalated and review customer complaints while tracking their resolution.
• Preparing contact centre performance reports by collecting , analyzing and summarizing data trends. Develop and implement support policies for customers.
• Determining Contact Centre operational strategies.
• Conducting needs assessments, performance reviews, capacity planning and cost benefit analysis.
• Improving Contact Centre operations by monitoring system and staff performance; and process improvement and quality assurance programs; and installing of upgrades.
• Implementing departmental policies, procedures and general administrative matters.

Qualifications for the Manager Job:

• A Degree in Marketing, Communication or any other related field.
• Membership to CIM, PRSK, ICS, and MSK will be an added advantage.
• Minimum of 5 years’ experience in busy Contact Centre at management level

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Job Purpose

To ensure the quality and control activities of the customer service touch points within the Authority are effected.

Key Performance Areas for Service Quality Analyst Supervisor Jobs

• Conduct continuous systematic service quality audits that assess the effectiveness of people, processes and systems with a view of identifying opportunities for improvement.
• Ensuring that all action plans provided by the audited department are implemented and closed within the stipulated timelines.
• Identifying process problems quickly and systematically and reporting the same to the business with an aim of resolving the same
• Conducting customer satisfaction / expectation and mystery shoppers surveys reporting the findings and critical points to related departments
• Preparing Quality standards for the institution for key tasks through following and researching on the generally accepted international service quality standards and continuously updating the existing documentation
• Work in liaison with other departments so as to identify improvement areas that will strengthen and simplify existing procedures including redundancies and duplications.
• Identifying the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department.
• Preparation of management reports for business owners based on data collected
• Track trends and make recommendations for refresher and/or up- training.
• Constantly review the Characteristics that are Critical to Quality from a Customer perspective to ensure they are incorporated in the Quality Checks and audits.

Service Quality Analyst Supervisor Jobs Minimum Academic Requirement

• A Degree in Marketing, Business or any other related field.
• Membership to CIM, PRSK, ICS, and MSK will be an added advantage.
• Minimum of 3 years’ experience in a high volume Customer Service environment
• Quality Assurance Certification an added advantage

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Responsible for:

Assist the Manager, Media Relations in coordination of production of publications, development of corporate videos and maintenance of KRA’s corporate photo library.

Publications Supervisor Jobs Duties/Tasks

• Production of internal publications
• Gathering information and generating articles for publication
• Developing specifications for consideration by the editorial committee
• Coordinating printing of internal publications once suppliers are identified
• Development of corporate videos
• Facilitating video shooting for different areas of KRA’s operations
• Maintaining an up-to-date database/ record of publications and all other production including availing copies in the KRA library.
  Photography
• Organizing logistics for authorized photographers to access KRA facilities and follows up on progress of various assignments.
• Maintaining a record of photographs in the KRA library

Minimum qualifications for Publications Supervisor Jobs

• Bachelor’s degree in Publishing/ Journalism/ Media Studies/ Marketing/ Communications/ Public Relations or a related field.
• Professional Membership in MSK/CIM/PRSK
• 3-5 years relevant experience

Competencies required for Publications Supervisor Jobs:

• Good planning, organizational and analytical skills
• Excellent oral and written communication, presentation and interpersonal skills
• Motivated, dynamic and dedicated team player
• Ability to build and maintain strong relationships

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Responsible for:

Assist the Assistant Manager, External Branding and Communications in coordination of PR & Communications programs including updating the website and social media management.

Web Strategist/Editor Supervisor Jobs Duties/Tasks

• Website management
• Managing content on KRA’s website
• Liaising with brand manager to ensure brand compliance
• Developing the master content calendar for all web properties
• Keeping up to date with emerging web technologies
• Assuring web-based information is archived for future needs and reference
• Updating and managing content on KRA’s website
• Social Media Management
• Management of the social media accounts content
• Supervising correspondence on the social media accounts
• Ensuring queries on social media are responded to on timely basis.
• Maping out a comprehensive marketing plan on the social media accounts.
• Responsible for blogging

Minimum qualifications for Web Strategist/Editor Supervisor Jobs

• Bachelor’s Degree in Marketing/Communications/ICT a related field
• Social Media Marketing Skills /Digital Management /Content Marketing
• Professional Membership
• 3-5 years relevant experience
• Competencies required for this role:
• Good planning, organizational and analytical skills
• Excellent oral and written communication, presentation and interpersonal skills
• Excellent blogging abilities.
• A team player.

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Job Purpose

To plan, direct and coordinate the training and development activities for Customer Experience requirements.

Key Performance Areas for the Assistant Manager Jobs

• Identifying and developing training programs for staff at customer touch points in liaison with the business units to fill in identified gaps in order to meet the Authority’s objectives.
• Identifying the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department.
• Maping out the training plan prioritizing the identified immediate Customer Experience needs.
• Identifying and capturing training outcomes through a monitoring and evaluation technique.
• Monitoring and evaluating the customer experience status on the agreed customer service levels and standards.
• Providing reports and analysis to the customer experience team to support performance related feedback.
• Analysing relevant data to determine the best customer service outputs.
• Conducting orientation sessions and arrange on-the-job training for new hires.
• Coordinating learning plans and arranging customised service trainings.
• Developing new service relevant training programs or modifying and improving existing programs.
• Providing logistical support, course development, delivery, evaluation, process measurements, and cost management.

Assistant Manager Job Minimum Academic Requirement

• A Degree in Marketing, Communication, Human Resources, Education or any other related field.
  Membership to CIM, PRSK, ICS, and MSK will be an added advantage.
  Minimum of 5 years’ experience in a high volume Customer Service environment 2 of which are at management level.
  Demonstrated experience in training and facilitation.

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Responsible for:

Plan, coordinate, write or edit content of material for publication. May review proposals and drafts for possible publications.

Business Writer Jobs Duties/Tasks

• Identifying story ideas within KRA business units and initiate well written pieces.
• Observing work processes and practices or conduct interviews
• Reading books or internet sources in order to gain an understanding of the topic
• Organizing materials they have gathered and use words to convey the information.
• Revising documents occasionally to suit the project or plan in case of additional information.
• Preparing page layouts and incorporate graphic images with the text.
• Developing story or content ideas, considering reader or audience appeal.
• Reading copying or proof to detect and correct errors in spelling, punctuation and syntax.
• Preparing, rewriting and editing copy to improve readability.
• Conferring with editorial staff members regarding placement and emphasis of developing new stories
• Planning the content of publications according to publications style, editorial policy and publishing requirements.

Minimum qualifications for Business Writer Jobs

• Bachelor’s degree in Communications/ Journalism/ Marketing/ Public Relations/Media Studies or a related field
• 3-5 years relevant experience

Competencies required for the Business Writer Jobs:

• Excellent reading and writing skills
• Active listening
• Critical thinking skills
• Complex problem solving skills.