Summary
Date Posted: Tuesday, May 17, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Responding to customer requests, queries and complaints through phone calls,emails, Social Media, web chat and walk-ins. It involves professional handling of customers by providing exceptional customer service in order to fulfill the agency's mandate.

Duties and Responsibilities
• Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS;
• Ensuring that all customers’ queries are addressed according to the KenTrade customer service charter;
• Ensuring complaints or compliments are captured in system and escalated
• to Subject Matter Experts within agreed timelines;
• Preparing operational/daily reports and forward to supervisor;
• Provide advice and communication using “scripts” when handling
• customers in the most appropriate format, demonstrating due attention to details and professionalism;
• Adhering to day to day running and operations of the Call Centre including set Key Performance Indicators (KPIs);
• Ensure adherence to systems and processes for timely and accurate reporting;
• Work in coordination with IT and Trade Facilitation and Value Add
• Services team for quicker response and resolution to customer issues;
• 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
• Diploma in a relevant field from a recognized institution;
• Must meet the provisions of Chapter Six of the Constitution.


Job Experience: No Requirements

Work Hours: 8

Level of Education: Postgraduate Degree

Job application procedure
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.
Visit: https://portal.kentrade.go.ke/recruitment  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 Contact information about the applicant
Academic qualifications - with the certificates attached;
Professional qualifications - with the certificates attached;
Employment history – Record of previous employersReferees
Attach application 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 close of business Monday June 06, 2022. KenTrade values diversity therefore women and Persons with Disability (PWD) are strongly encouraged to apply

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