Contact Centre Assistant (2 posts) at KENTRADE

Contact Centre Assistant (2 posts) – KTNA 9

Reports to : Contact Centre Officer
Duty Station : Nairobi

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
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 the 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
i. Diploma in relevant field
ii. Meets provision of chapter six of the Constitution

Apply

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

Deadline 9th September 2025