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To assist in the execution of the KEBS Customer Experience policies, procedures, for purpose of facilitating and providing support of Standardization, Metrology and Conformity Assessment to deliver on the KEBS vision and mandate.
Key Responsibilities/ Duties / Tasks
I. Managerial / Supervisory Responsibilities
II. Operational Responsibilities / Tasks
a) Receives, sorts, registers, classifies and documents all customer complaints to improve on service
b) Collects and tabulates all customer feedback from suggestion boxes at Kenya Bureau of Standards
to enhance service delivery.
c) Collects data at customer contact points for development of trends to enhance organizational
d) Supports the Customer Experience officer in compiling Loyal Customer Visit reports to enable
follow up on identified service gaps and enable decision making.
e) Collects data from departments to assist in development of frequently asked questions to
disseminate information to the public.
f) Monitors the Customer Experience inbox and escalate customer enquiries and complaints to the
Customer Experience Manager and/or Assistant Customer Experience Manager.
g) Supports the Customer Experience officer in mystery shopper activities to get intelligence on KEBS
service delivery in order to enhance service delivery and improve customer satisfaction in the
h) Takes minutes during divisional meetings for action planning and future reference
i) Prepares divisional daily and weekly reports for process monitoring
j) Requisitions of stationery and materials from the procurement stores for the Customer Experience
k) Assists in logistical arrangements during the various Customer Experience activities.
l) Files and updates departmental records in order to ensure easy retrieval of information.
m) Implements the KEBS adopted management systems to ensure continual improvement of the
n) Implements the KEBS adopted management system to ensure continual improvement process.
I. Financial Responsibility
II. Responsibility for Physical Assets
Responsible for physical assets assigned by the institutions: furniture, computers, telephone
III. Decision Making / Job Influence: N/A
IV. Working Conditions
Works predominantly within the office and
Expected to travel within the country
Job Competencies (Knowledge, Experience and Attributes / Skills).
Diploma in Marketing, Public Relations, Business Administration, Communications or social sciences.
Professional Qualifications / Membership to professional bodies
Sign Language will be an added advantage
Previous relevant work experience required.
Functional Skills, Behavioral Competencies/Attributes:
a) Time management skills
b) Branding strategies
c) Communication skills
d) Digital marketing/ e commerce skills
e) Customer care skills
f) Analytical skills;
a) Interpersonal skills
How To Apply
Application form including testimonials shall be filled and submitted online via KEBS website on or before 10 September, 2021.All testimonials MUST be saved with applicant’s ID.N0. e.g.20441558_CV.pdf.
1. Cover Letter
2. Curriculum Vitae
3. Copies of Academic and Professional certificates
4. Certificate of Good Conduct from the Directorate of Criminal Investigations
5. Tax Compliance certificate from Kenya Revenue Authority (KRA)
6. Ethics and Anti-Corruption Commission Clearance (EACC)
7. Credit Reference Bureau clearance (CRB)
8. Clearance certificate from Higher Education Loans Board (HELB).
NB: Any academic certificate from foreign Institutions MUST be accompanied with a recognition certificate from Commissioner of University Education, Kenya.
IMPORTANT NOTICE; Upon successful upload and submission of application,the applicant will receive a system generated email notification that the job application details have been successfully submitted.
Persons with disability and female candidates are encouraged to apply. Academic qualifications of external origin MUST be accompanied with a recognition certificate from relevant body.
All degree applicants for engineering related positions must be Registered as a Graduate Engineer where applicable.
Only shortlisted candidates will be contacted. Canvassing will lead to automatic disqualification.