Universities Fund – Senior Customer Care Assistant.

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Minimum Qualifications: Higher National Diploma

Job Term: Permanent

Position Level: UF7

Remuneration: Min Ksh 51,338 – Max Ksh. 63,126

Number of positions: 1

Qualifications, Skills and Experience Required:

Academic Qualifications

A Higher National Diploma Certificate in a related area;

Professional Qualifications / Membership to professional bodies

  1. Certificate in Telephone Operation, Reception and Front Office or its equivalent from a recognized institution;
  2. Telephone Occupational Test II from a recognized institution;
  3. Certificate in Customer Care from a recognized institution;

Previous relevant work experience required

At least four (4) years relevant Experience;

Functional Skills:

  1. Good communication skills
  2. Proficiency in computer applications

Behavioral Competencies/ Attributes:

  1. Proactive
  2. Transformative
  3. Active listening
  4. Trustworthiness
  5. Emotional Intelligence
  6. Interpersonal
  7. Meet the requirements of Chapter 6 of the Constitution of Kenya, 2010.


The Customer Care Officer is a first point of contact for the Fund customers. The responsibility of Customer Care Officer within the team is to respond to a variety of customer requests and inquiries via the telephone or in person over the counter.

Managerial / Supervisory Responsibilities

Supervising and guiding junior staff;

Operational Responsibilities / Tasks

  1. Operating switch-board;
  2. Maintaining calls register;
  3. Answering and directing telephone calls;
  4. Updating institutional telephone Directory; attending to physically challenged visitors and staff;
  5. Verifying telephone bills before payments; reporting promptly any switchboard defects to the supervisor;
  6. Directing and guiding visitors; liaising with telephone service providers; providing good customer care service;
  7. Collecting customer information, analyzing customer needs and giving recommendations to the management.

Financial Responsibility:

Handling of office imprest.

Responsibility for physical assets around the area of work:

Responsible for physical sectional assets assigned by the institution.

Problem Solving

The job holder will be required to solve the following problems:

  1. Customer complaints;
  2. Reception of visitors
  3. Flow of official correspondence;


The job holder will need to understand the following information to discharge his/her mandate Detailed verbal instructions or requests from various departments;

  1. Reports and briefs on administrative and operational issues that involve the Universities Fund;
  2. Ensuring that the customers and visitors get the right information;

Decision Making/ Job Influence:

Reception of visitors and hospitality;

Works within the standard operating procedures

Working Conditions:

Works predominantly in the office environment with occasional travels locally.


Deadline: April 29, 2022




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