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