Kenya Trade Network Agency (KENTRADE) – Customer Service & Contact Centre (1 Apprentice/3 Interns/4 Attachés).

Reports to: Manager Customer Service & Contact Centre

Duties & Responsibilities

1. Act as a single point of contact for phone calls and emails from users. The assistant listens, logs and responds to customer enquiries, requests and complaints;
2. Recognizing, documenting, and informing the supervisor regarding the trends in external customer calls.
3. Anticipating potential needs or problems of customers;
4. Following through on commitments made to customers;
5. Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols;
6. Maintaining confidentiality of information;
7. Achieving first contact resolution (FCR);
8. Handling customer complaints or issues satisfactorily;
9. Recording details of comments, inquiries, complaints, and actions taken;
10. Prioritize received issues in order to identify and escalate situations requiring urgent attention first;
11. Providing accurate information about organizations services and related agencies;
12. Create and maintain a positive, supportive, customer oriented environment for all clients;
13. Recording details of comments, inquiries, complaints, and actions taken;
14. Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role;

Academic/Professional Requirements

1. Should be a Kenyan Citizen aged between 20 and 35 years;
2. Should be available full time for the duration of the program (3 months);
3. Should be a continuing student or have graduated within the last five (5) years with Bachelor’s degree in a Business, Communications, Marketing ICT or related field from an accredited Institution and be in possession of the relevant certificate.
4. Be Computer Literate and have strong communication skills
5. Willingness to work in shifts, weekends/holidays and long hours
6. Customer focused;
7. Ability to multi task with high stress tolerance level;
8. Problem analysis and problem-solving skills;
9. Planning and organizing skills;
10. Team oriented;