Assistant Customer Experience Officer (Multiple Posts) at Higher Education Loans Board (HELB)

by Higher Education Loans Board (HELB)

in Customer Service
Full Time
Nairobi, KENYA
2026-08-13

Job Overview

  • Date Posted
    2026-08-13
  • Location
    Nairobi, KENYA
  • Expiration date
    2026-10-12
  • Experience
    2 Years
  • Gender
    Both
  • Qualification
    Bachelor Degree

Job Description

Job Profile

The job holder will be responsible for ensuring effective delivery of quality customer service to walk-in customers at Huduma Centres, email and telephone call inquiries across the country while ensuring effective delivery of quality customer service across the Contact Centre customer service channels (Inbound calls, Outbound calls, Emails, web chats, website, and social media), across the country and from diaspora customers.

Job Specifications

The duties and responsibilities of the officer will entail assisting in:

  • Handling walk ins, incoming & outgoing calls, emails and social media service related enquiries;
  • Ensuring all customer enquiries are accurately captured for closure and/or follow through;
  • Ensuring escalated customer enquiries are closed and the customer updated;
  • Disseminating the Board’s publicity updates in the event of any queries;
  • Managing the reception desks; and vi. Guiding and directing customers.

Person Specifications

Minimum Requirements for appointment to the position are:

  • Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences or equivalent from a recognized institution
  • Proficiency in Computer

Skills Key Competencies and skills

  • Public Relations skills
  • Good communication skills in both English and Kiswahili

The Officers shall be engaged on contract of up to three (3) years renewable subject to performance and retirement age

How to Apply

Qualified and interested applicants who meet the above requirements are required to submit their job application letters, curriculum vitae, copies of academic and professional certificates, copy of Identity Card or Passport and relevant testimonials quoting the Title and Reference Number of the position on the cover letter and envelope on or before Tuesday 1st September 2026 addressed to:

The Chief Executive Officer

Higher Education Loans Board

Anniversary Towers, 19th Floor

P.O. Box 69489 – 00400

NAIROBI, KENYA

Application Email: : acxofficer@helb.co.ke

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