Customer Service Officer at KENTRADE

Customer Service Officer – KTNA 7

Reports to : Manager Customer Service and Contact Centre
Duty Station : Nairobi

Purpose for the Job
The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border points. The Customer Service officer will be the first point of contact and will attend to queries and inquiries via telephone/email or site visits.

Duties and Responsibilities
1. Implement a customer service policy for the organization.
2. Ensure efficient and prompt handling of all Customers’ inquiries / complaints
whether relayed by phone, letter, e-mail or in person.
3. Provide system support to Single Window System users through telephone, email or
premise visits.
4. Providing training to Single Window System users on the business process and
operations of the system.
5. Implement customer service standards; respond promptly to customer inquiries; and resolve problems and complaints.
6. Identify customer service trends; determine system improvements and implement
desired change within agreed timelines.
7. Keep detailed records of customer interactions and transactions, record details of
inquiries, comments, complaints, and of actions taken.
8. Determine customer service requirements by undertaking research and analyzing
customer needs.
9. Improve customer service quality and aid the supervisor in ensuring that all relevant
standards within the customer care section are met.
10. Prepare daily, weekly, and monthly statistical reports as appropriate.
11. Create and maintain a positive, supportive, customer-oriented environment for all
the organization and non- organization clients
12. Supervise and manage customer service assistants.
13. 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. Bachelor’s’ Degree in a Commerce, Business Administration/ICT or related
field from a recognized institution
ii. At least three (3) years of relevant experience.
iii. Meets provision of chapter six of the Constitution

Apply

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

Deadline: 9th September 2025