Vacancy title:
Assistant Customer Experience Officer

[Type: FULL_TIME, Industry: Finance, Category: Customer Service,Admin & Office,Civil & Government]

Jobs at:
Higher Education Loans Board (HELB)

Deadline of this Job:
Tuesday, September 1 2026

Duty Station:
Anniversary Towers, 19th Floor | Nairobi | Nairobi

Summary
Date Posted: Tuesday, August 11 2026, Base Salary: Not Disclosed

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Learn more about Higher Education Loans Board (HELB)
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JOB DETAILS:

The Higher Education Loans Board (HELB) has re-advertised vacancies for qualified candidates in Kenya.

Assistant Customer Experience Officer – 11 Positions

Reference: HELB/021

Grade: 9

Key Responsibilities

Successful candidates will support HELB customers through its Contact Centre and other service channels.

Responsibilities include:

• Responding to customer enquiries professionally.
• Handling walk-in customers at Huduma Centres.
• Managing inbound and outbound customer calls.
• Responding to customer emails.
• Providing support through web chat.
• Assisting customers through HELB’s website and digital platforms.
• Handling social media enquiries.
• Resolving customer complaints and service requests.
• Providing accurate information on HELB products and services.
• Escalating complex customer issues where necessary.
• Maintaining high customer service standards across all contact channels.

Qualified applicants should prepare the following documents:

• Application letter
• Updated Curriculum Vitae (CV)
• Certified copies of academic certificates
• Certified copies of professional certificates
• Copy of National ID or passport
• Relevant testimonials

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure
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Applicants should clearly quote the job title and reference number of the position they are applying for on both the cover letter and envelope.

Hard-copy applications should be addressed to:

The Chief Executive Officer
Higher Education Loans Board
Anniversary Towers, 19th Floor
P.O. Box 69489 – 00400
Nairobi, Kenya

Applicants should also submit soft-copy applications to the dedicated e-address indicated for each position.

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