Kenya Trade Network Agency (KENTRADE) – Contact Centre Assistant.

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Contact Centre Assistant – KTNA 9

Job Title: Contact Centre Assistant

Reports to: Contact Centre Officer

Duty Station:  Mombasa

Purpose for the Job

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

1. Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS;
2. Ensuring that  all  customers’  queries  are  addressed  according  to  the KenTrade customer service charter;
3. Ensuring complaints or compliments are captured in system and escalated to Subject Matter Experts within agreed timelines;
4. Preparing operational/daily reports and forward to supervisor;
5. Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to details and professionalism;
6. Adhering to day to day running and operations of the Call Centre including set Key Performance Indicators (KPIs);
7. Ensure adherence to systems and processes for timely and accurate reporting;
8. Work in coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;
9. 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

1. Diploma in a relevant field from a recognized institution;
2. Must meet the provisions of Chapter Six of the Constitution.

HOW TO APPLY

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.

1. Visit: https://portal.kentrade.go.ke/recruitment
2. Create a user account
3. 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;

1. Biodata – General Contact information about the applicant
2. Academic qualifications – with the certificates attached;
3. Professional qualifications – with the certificates attached;
4. Employment history – Record of previous employers
5. Referees
6. Attach application letter, CV
7. Input current and expected salary;
8. Submit application;
9. 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.

https://www.kentrade.go.ke/careers

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