Customer Service Officer – KenTrade

KenTrade has a job opportunity for a Customer Service Officer.

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